Senior Planning and Resource Analyst
Reporting to: Head of Operations
Location: Romford or Southend
The Role Overview:
Forecasting Expertise: Utilize your forecasting skills to create precise medium to long-term forecasts (3-18 months) for our multi-site operation, ensuring alignment with strategic objectives.
Resource Planning: Collaborate with internal stakeholders to optimize resource levels, reducing over or under-staffing where possible.
KPI Management: Monitor and review contact centre KPIs, ensuring service levels are met through effective planning.
Develop and maintain medium to long-term forecasts (3-18 months) with +/- 5% accuracy.
Capture and analyse business data to adjust resource levels.
Optimize operational Capacity Plans, requesting recruitment as needed.
Create recruitment and training plans based on staffing needs and budget.
Monitor and improve forecast accuracy, recommending improvements.
Plan off-phone activities and holiday schedules.
Identify opportunities to reduce resource wastage.
Develop and test streamlined processes.
Contribute to projects and other duties as needed.
Manage KPI reporting for continuous improvement.
Evaluate technology for optimal resource planning.
This list of duties is neither exclusive nor exhaustive and may be amended by Senior Management from time to time, nor is it in an order of importance.
Strong call forecasting background (85%) and other channel forecasting (15%).
Proficient in data analysis.
Experience with workforce management tools (e.g., Injixo).
Strong problem-solving skills.
Effective communication and presentation abilities.
Proficiency in Microsoft Excel, Word, and PowerPoint.
Previous project work experience is advantageous.
Self-motivated with a "Can do" attitude.
Results-oriented with the ability to thrive under pressure.
- Competitive salary of £32,000 - £45,000 per year (DOE)
- Full-time position, 37.5 hours per week.
- Additional benefits and training opportunities available for the role.
If you're ready to make a difference in travel accessibility and join a dynamic team, apply now! Your skills in contact centre planning can help us provide exceptional service to all travellers.