Capacity Planner Call Center

Location Selkirk
Discipline: Administration
Job ref: 007782
Published: about 1 month ago

Circet UK are seeking to recruit an experienced Capacity Planner for Circet Home.


Working with the Workforce Optimisers this role is essential for the effective planning of all resource in the field and delivery of targets to our client’s forecasts. Analysing reports and data to continually assess the effectiveness of our parameters, identifying issues that create inefficiencies and making

suggestions for improvement. Liaising with our IT department to review, assess and test new software, processes and tools to manage and report back to the Operations and Stakeholders.

Key Responsibilities


  • Learning how to analysing reports daily to review performance

  • Maximise routes daily to cover the most jobs with minimum number of engineers

  • Keep mileage to a minimum to reduce fuel costs where possible

  • Look at unplanned jobs daily and work with the WO to cover these

  • Set up and own processes to support current systems and meet targets

  • Maintain all systems up to date to meet business needs

  • Suggest improvements as required to ensure we are efficient

  • Liaise with HoF/SOO’s to highlight issues and make suggestions on the way forward

  • Provide daily reporting to stakeholders after review from CPS

  • Communicate with engineers/AOO’s to discuss routes as required

  • Raise system issues to IT Helpdesk or external parties

  • Setting calendars within parameters but maximising availability

  • Monitor scripts within the calendar setup with a view to maintain these once confident

  • Loading forecasts to client expectations and SLA’s after training

  • Reporting of SLA’s and utilisation to Operations and Stakeholders

  • Overseeing Workforce Optimisers output and coaching and developing where required

  • Identifying training needs within the team and proactively planning to cover gaps

  • Undertake additional external courses where required

Knowledge Requirements


  • GCSE grade or Scottish equivalent

  • Competent on Microsoft packages, particularly Excel. Confident in all WO duties, must be prepared to undertake additional training as required.

  • Analytical / critical thinker / problem solving

  • Good working Knowledge of work management systems and windows (Excel/Word)

  • Good awareness of Health & Safety and Quality Assurance Procedures

  • Sound Telecommunication Knowledge

  • Effective Leadership and communication skills.

  • Self-motivated, able to motivate others effectively

  • Professional & technical expertise, enthusiastic, passionate, patient and should be a critical thinker

  • Should possess good logical skills and ability to prioritise tasks depending upon emergency situations

  • Recognise people’s right to privacy and dignity, treating every person with respect

  • Willingness to embrace an integrated model and new ways of working

  • Responsible for keeping safe any personal information, not transferring any data without the appropriate safeguards

  • Be aware of physicals security of data and use encryptions and passwords to protect it

  • Reporting any possible security breaches to IT department immediately

  • Complying with relevant policies which guide the Qube GB processes.

* To comply with and/or ensure compliance with the Qube GB Data Protection Policies and the Data Protection Act and other relevant legislations.