Job Title: Sr Resource Planner Job Description **Responsibilities:** + Responsible for the **real time monitoring** to achieve contractual " **speed of answers** " and minimizing costs. Review employee availability through attendance and **adherence monitoring** in accordance with organization policy, client service agreements and applicable legal requirements. + **Daily monitoring** of the implementation of contractual **KPIs** – Drive high scheduling efficiency, track Shrinkages, Overtime, Volume, HC, Productivity and Service Level. + **Control of employee productivity** at regular intervals throughout the day. Communicate expectations to employees and provide timely updates. Inputs Intraday corrections and exceptions into systems for employee time off and absences. + **Monitors and resolves employee availability concerns** via face-to-face communications, phones, and messaging applications with employee and command center. + **Preparation of daily and monthly schedules** . Handle changes and optimize schedules to match inbound volume patterns. **Recognize scheduling issues** and escalate as necessary. + **Communication with Operations, Client and other Support Staff** to escalate risks and possible actions to meet agreed Service Levels. + **Analyze both common problems and unusual activities** to find solutions and improve the quality and efficiency of Customer Service. + Effectively handle **reports on performance KPIs** to ensure a certain quality standard day to day, week to week, month to month. + Responsible for **general incident reporting** . Initiates and coordinates trouble tickets and escalate issues as required. **Requirements:** + Skill in **verbal and written communication** to analyze, interpret and address customer needs + Ability to be **flexible and quickly adapt** to changing business needs and processes + Skill in **problem-solving and conceptual thinking** + **Knowledge of scheduling systems** + Ability to **work in a time-critical environment** + **Willingness to work a flexible schedule** Location: NOR Fredrikstad - Kråkerøyveien 2B Language Requirements: Time Type: **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**