Operations Planning Specialist

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    Customer Contact

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  • Published:

    3 months ago

My client is looking for an Operations Planning Architect to provide long term resource plans and forecasts to achieve maximum cost efficiency and support service level attainment.



  • Produce accurate mid and long-term workload forecasts and capacity plans to within agreed tolerances, explaining any planning variances to drive effective and focused improvements 
  • Seek feedback from business areas and actual performance data to inform and improve long term planning
  • Ensure the Resource Planning processes deliver the most optimised plan and maximum benefit for each business area
  • Ensure business drivers, assumptions and accurate data are collected, updated, agreed, revised and built into resource cycle
  • Proactively deliver in-depth analysis to lead change and drive operational effectiveness and efficiency 
  • Analyse multiple layers of data from varying sources to constantly improve agreed levels of accuracy
  • Leveraging multi-variate and root cause analysis, extract insight to continuously improve the way we plan and operate
  • Support stakeholders by translating complex data and ideas into non-technical language that can be easily understood.

Skills and Experience

  • Advanced Microsoft excel, Microsoft access and Microsoft PowerPoint skills – including the ability to create and understand complex formulae, link databases and create working MI Tools
  • Excellent understanding of VBA programming
  • Highly competent in writing VBA code including ability to understand and manipulate pre-programmed systems
  • Understanding of programming languages ideally with experience of writing VBA code
  • Proficient in data extraction and transformation ideally with MS SQLSRV, Oracle, AWS, and SAS
  • Excellent communication skills and the ability to build strong relationships with stakeholders at all levels of the business
  • Strong planning and workload management skills with the ability to prioritise and adapt to changing circumstances
  • Highly numerate, with experience of gathering, interpreting and presenting complex information in a clear and concise format
  • Problem solving skills
  • Understanding of contact centre processes
  • Understanding of operational key objectives 
  • Knowledge transfer skills
  • Experience of planning across complex multiskilled sites including front and back office