Senior Resource Planning Analyst

Aston Carter
31 Jan 2019
27 Feb 2019
Contract Type
Full Time
Our client is looking for a Senior Resource Planning Analyst to assist the Resource Planning Management Team to deliver the strategy, processes, control framework and capability of the complete end to end Resource Planning strategy across their customer contact centre estate. This will involve:

* Supporting the delivery of an accurate and robust multichannel customer contact forecast, resource plan, including headcount control

* Manage the development of a best in class resource optimisation capability for over 4500 colleagues to maximise customer service performance in a cost effective manner whilst delivering an exceptional colleague centric experience.

* Provide end to end resource planning subject matter expertise, guidance and commercial insight through regular and adhoc analysis and reporting.

* Support succession & development management of the wider resource planning analyst and co-ordinator team through structured coaching and mentoring.

* Act as a role model to influence and energise others to develop and continuously improve resource planning processes, tools, and capability

Candidates must have:

* Proven Resource Planning and Forecasting experience across a multi channels, multi site contact centre business environment in a lead role

* Experience of working in a Resource Planning role involving stakeholder engagement at a senior level (call centre manager, head of operations etc.)

* Experience of working in multiple resource planning disciplines, e.g. planning, scheduling, real time etc.

* Resource Planning industry expert

* Excellent knowledge of all resource planning disciplines/methodologies including forecasting and Modelling techniques

* Detailed knowledge of work force management tools and capabilities, ideally an expert in IEX TotalView

* Experience in different approaches to data analysis, statistical modelling including planning, gathering and challenging quality of data from various sources

* Knowledge & understanding of contact centre key performance metrics & how business drivers/plans translate into customer demand resulting in resource requirements

Allegis Group Limited operates as an Employment Business and Employment Agency as set out in the Conduct of Employment Agencies and Employment Businesses Regulations 2003. It is a company within the Allegis group of companies, the fourth largest staffing group in the world, (collectively referred to as the "Allegis Group"). TEKsystems, Aston Carter and Aerotek are trading names of Allegis Group Limited. If you apply, your personal data will be processed as described in the Allegis Group Online Privacy Notice available at https://(url removed)/privacy-policy. Please note when you give us your data, we will share it within Allegis Group and this involves the transfer of such data outside the European Economic Area, subject to the protections described in the Allegis Group Online Privacy Notice

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