Senior Resource Planner

Posted 23 February 2021
SalaryUp to £40000 per annum
Job type Permanent

Job description

Our Workforce Management team is expanding, and we are looking for an experienced Senior Resource Planning Analyst to join our growing team in Manchester.

Responsible for creating accurate forecasting and scheduling in an Omni channel environment you will ensure robust operational demand and supply resource plans are in place to provide exceptional service to both our Front and Back Office Departments across the UK&I. This is an exciting opportunity be part of an expanding team on a digital transformation journey.

What you will do
*Creating and managing long term and short term forecasts for call & non-call workloads and resource across Omni channels, monitoring drivers against business change & developing models to improve accuracy.
*Continually evolving all planning, forecasting and scheduling systems and processes, with a strong focus on customer service levels, productivity and efficiency.
*Design creative dynamic schedules for contact centre employees supporting customer and employee needs across Omni channels.
*Constantly monitoring and proposing effective shift patterns to match business requirements, optimising performance of all Customer Contact Centre teams and maximising agent satisfaction by providing flexible options.
Making recruitment recommendations and identify opportunities and benefits offered through skills based routing, demonstrating the benefit of proposed changes.
*Working closely with teams across the business that supply volumes into the customer centre, monitoring performance and trends to provide consultative support to the business through monthly reviews and building relationships.
*Actively managing and developing the Workforce Management tool ensuring it is fit for purpose and provides best practice input and output.
*Producing reports to show overall Contact Centre performance.
*Conducting daily, weekly and monthly planning meetings with operational leaders.
*Collaborate with key business partners and stakeholders to identify opportunities for improvement of workforce planning and service levels.

How you will do it
*Demonstrate considerable previous experience in a similar Resource Planning Analyst role within an Omni channel contact centre environment.
*Previous demonstrable experience of forecasting, monitoring, and reporting within a resource planning role.
*Evidence of strong technical skills across Contact Centre systems; WFM systems (Nice/Aspect), telephony platforms, advanced Excel (including VBA) and potentially Power BI.
*Analytical and data driven, with experience in how to use data to underpin process and behavioural change.
*Proven experience of delivery of Operational efficiencies through expert planning.
*Experience of working in a fast paced environment and meeting tight deadlines
*Strong stakeholder engagement skills and working collaboratively with business leaders.

What we look for
*Minimum 5 years' experience in Contact Centre Resource Planning Role.
*Advanced excel and analytical skills.
*Previous demonstrable experience of forecasting, monitoring, and reporting within a resource planning role.
*Excellent stakeholder management skills to ensure that effective planning is delivered correctly
*Full understanding and knowledge of end to end resource planning cycle incorporating Capacity, Forecasting & Planning, Scheduling, Service Delivery and Management Information and Insight Analysis
*Commercially astute, resilient and adaptable
*Change management capability

Preferred Skills
*Customer Focus
*Functional / Technical Skills
*Drive for Results
*Priority Setting
*Time Management
*Integrity and Trust
*Learning/change agility
*Business acumen