Resource Planning Analyst

Shifts:                   Shift work Mon-Fri 8am – 8pm and Sat 9am – 5pm

The Resource Planning Analyst will be responsible for the end to end process of creating, maintaining and maximizing the forecasts and schedules for our front line agents across our Multi site, multi-channel Contact Centres and will help deliver an exceptional, cost effective experience to our customers. Delivering the resource planning cycle is key to the strategic vision of the and the Resource Planning Analyst will need to support all 3 key areas (forecasting, Scheduling/Realtime)


Key Responsibilities

  • Implementing forecasts and headcount models into operational reality, taking into account shrinkage trends and seasonality
  • Update/maintain the baseline contact volume and forecasts; provide variance reports summaries
  • Forecasted Intraday planning in order to provide accurate staffing schedules to meet demand, across blended inbound and outbound teams combined with multi-channel requirements.
  • Develop/update/maintain capacity plans, with a medium to long term view on recruitment and training requirements.
  • Prepare full end-to-end demand modelling in Excel, without the use of forecasting software
  • Actively challenging the processes and techniques governing the workflow between forecasting, modelling and demand management by identifying areas for improvement based on market leading and proven methodology, communicating recommended resolutions and implementing these
  • Influence and guide senior managers across the business to assist with delivery and performance through detailed analysis and reporting
  • Production of forecast/scheduling sign off packs for the Operation to include decision making
  • Scheduling of holidays, sickness and investment time (1-1’s, coaching, training schedules etc)
  • Document schedule efficiency weekly to track changes pre and post real time handover up to 6 weeks out
  • Analyze reports produced within the WFM tool and ACD system to understand on the day performance and the delivery of the resourcing plan, feeding back and suggesting improvements
  • Support the real time management of the Contact Centre’s by monitoring Inbound and Outbound performance and engaging with Ops Managers and team managers to drive performance and schedule adherence

Skills & Experience:

  • Proven experience of Scheduling and Capacity/resource planning
  • Problem solving and analytic skills
  • Accuracy and attention to detail
  • Strong organisational and time management skills
  • Ability to communicate in a professional and effective manner at all levels in the business 
  • Excellent team player with strong influencing skills
  • Ability to work under pressure
  • Excellent understanding of Microsoft, inclusive of Word, PowerPoint, Outlook
  • Strong Excel skills
  • Good understanding of OFCOM, FCA and other Regulatory Bodies
  • Experience of SAS, SQL -  desirable