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Resource Planning Analyst

  • Location: Derby
  • Salary: £34,000 per year
  • Job Type:Permanent

Posted about 2 months ago

  • Sector: Front-Line Talent
  • Contact: Natasha Goldstone
  • Contact Email: ngoldstone@merje.com
  • Contact Phone: 0161 883 2740
  • Expiry Date: 20 August 2024
  • Job Ref: NG11956

Resource Planning Analyst

My client is looking for a Resource Planning Analyst for someone to join a fast paced environment for a leading provider of a Contact Centre based services in England.

The Resource Planning Analyst will own the short-term planning cycle (8 weeks to 2 days before live). This role will involve managing shrinkage, negotiating adjustments to plans, and optimising schedules based on supply and demand trends. This position plays a central role in the resource planning lifecycle, contributing significantly to operational efficiency and patient care standards.

The successful candidate will receive a competitive salary and benefits package, comprehensive health benefits (medical, dental, vision), and a retirement savings plan with company match. They will also benefit from flexible work arrangements, including remote work options, and professional development opportunities.

Key Responsibilities:

  • Use data, drivers, and forecasts to create tactical and mitigation plans.
  • Develop efficient schedules for a variety of channels, including Front Office, Back Office, and Outbound.
  • Negotiate offline time with stakeholders and Team Leaders to ensure efficient scheduling and Service Level Agreements (SLAs).
  • Influence senior managers and Heads of Department on Tactical Planning activities, providing expert knowledge on working time directives, scheduling best practices, and efficiency opportunities.
  • Administer and optimise Workforce Management tools (including NICE and CX One), providing training and support to colleagues.

Knowledge and experience

  • Experience working with Workforce Management (WFM) systems, preferably NICE.
  • Strong negotiating skills with an ability to influence stakeholders.
  • Experience working in a contact centre environment and understanding the Multi-Channel Resource Planning Cycle.
  • Proficiency in Excel, with the ability to analyse large volumes of data.
  • Experience in contact centre planning.

Capabilities

  • Excellent analytical ability and proven experience identifying performance trends.
  • Ability to implement planning industry best practices.
  • A proactive outlook on feedback to improve service outputs.
  • Exceptional people skills and the ability to be a role model.
  • Exceptional knowledge of Contact Centre metrics and KPIs.

Benefits

  • Competitive salary and benefits package.
  • Comprehensive health benefits (medical, dental, vision).
  • Retirement savings plan with company match.
  • Flexible work arrangements, including remote work options.
  • Professional development opportunities.

If you have the required experience and qualifications and are interested in this exciting opportunity, please apply now.

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Applicants must be located and eligible to work in the UK without sponsorship.

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