Resource Planning Analyst

First Personnel
11 Feb 2018
16 Feb 2018
Contract Type
Full Time
I have an exciting opportunity to play a key role within my clients contact centre. The Resource Planning Analyst will play a pivital part in my clients organisation and help them to continue to grow and provide excellent customer service.

**Main Purpose**

This is an exciting opportunity to play a key role in the Contact centre for my client. You’ll have a significant impact on our business by working closely with all operational areas to support real-time activity by generating schedules in line with forecasted demand plans by creating a plan for the month ahead. This is a fast paced role and you will be required to multitask on a regular basis, so ideally you will already have experience real time analysis within a contact centre environment.

You will work closely with key stakeholders in the business to advise them of any risks, and work together to mitigate these. We are looking for someone with a continuous improvement mindset, who can make recommendations for improvement and be able to communicate confidently to stakeholders at all levels.

**ROLE Profile SUMMARY**

**Job Title: Resource Planning Analyst**

**Line Manager: Head of Resource Planning**

**Salary: £24-26k**

**Key Accountabilities**

* Monitor and propose shift patterns to match all business requirements, effectively covering the performance from all customer contact teams whilst providing flexible options.
* Analyse contact volume history by tracking email, social media, and phone metrics to ensure thorough planning and accurate requirements.
* Deliver accurate reports detailing key performance relating to workforce and shift performance.
* Produce schedules and demand forecasts that are aligned to customer demand, and deliver to agreed standard services
* Highlight performance to senior team in regular face to face meetings
* Design, develop and maintain alternative resourcing models for non BAU periods (recovery / impact etc.).
* Up keep and communication of all plans and measure accuracy of these. Continuous leaning piece
* Oversee the setup of schedule management and distribution to ensure people are “in the know” about their shift.
* Support the decision making over the operational resource pool and allocation of staffing.

**Knowledge, Skills and Experience**

* 2+ years’ experience in a Resource Planning role.
* Must be proficient with Excel and have the ability to import/export data ion a structured manner.
* Possess strong analytical skills and possess the ability to explain complex information.
* Excellent planning and organisational skills
* Strong working knowledge of resource management and planning methodologies within a contact centre environment
* Ability to identify and provide solutions to service performance issues
* Ability to multi-task in a high pressure environment
* Ability to work under pressure and sense of urgency to work in a deadline driven environment
* Ability to identify improvement area, trends and make recommendations
* Excellent data analysis skills – with high level of attention to detail
* Highly numerate with real ability to manipulate numerical data

We aim to respond to each candidate that apply's within 3 days, however if you have not been contacted then on this occasion you have not been successful

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