Senior Planning Analyst

Reporting to: Business Planning Manager

Supporting the Business Planning Manager as a subject matter expert in Resource Planning for the CSC and Field Resource, providing in-depth and value-added support and analysis.
A fully experienced and flexible Resource Planning Specialist/Business Analyst who
will form part of a team responsible for the optimisation of the customer contact strategy across the Enterprise.

Scope:
Key contacts include:
 Internal - CSC Management Team, Senior Leadership Team, Field Service and Install Management Teams, Telecoms, IT, HR, Recruitment, Training, Finance.
 External - Suppliers and Customers

Responsibilities

 Design and embed standard planning models across the Enterprise to support various business areas in delivery of performance targets. (Forecast models, Capacity Plans, Recruitment Plans, Scorecards, Dashboards, Planning Packs etc.)
 Continually seek ways to improve supply and demand wastage through challenge and innovation and provide cost effective and efficient recommendations to the senior leadership team.
 Provide effective action on any unforeseen events or issues to ensure the customer experience has minimal effects.
 Maximise people and process efficiency across all departments in line with business requirements and demand.
 Influence and guide senior managers across the business to assist with delivery and performance.
 Innovate and refine business processes to increase revenue, reduce costs and improve accuracy.
 Produce effective reporting, outlining performance against plan on a daily, weekly and monthly basis for business stakeholders.
 Ensure that R&P processes and tool kit are best in class. The incumbent is expected to remain abreast of industry developments to ensure R&P capability remains aligned.
 Share best practise knowledge, support the development and deliver training within own area of subject matter expertise.
 Prepare informed executive summaries in support of all resource planning output to assist operational decision making.
 Provide delivery and quality assurance to the output of our planning capability.

Person Specification

Personal Attributes
 Familiarity of contact centre metrics and ability to adapt to market changes.
 Demonstrable knowledge of data spanning the following:
 ACD, IVR, WFM, Customer Satisfaction, Quality Monitoring,
 Excellent written and verbal communication skills
 Strong stakeholder management and presentation skills
 Advanced Excel skills (including VBA and SQL)
 Ability to translate complex data into management information
 Ideas orientated - analytical and intuitive and forms/conceives or resolves before acting
 Creative - can inspire, imaginative and inventive bringing new ideas to the business
 Innovative - introduces or implements what is new or revolutionary
 Challenges the status quo in order to create continuous improvements
 Ability to negotiate and influence
 Accountable for own workload and is able to work using own initiative
 Aims to exceed expectations
 Able to work under pressure to ensure deadlines are met
 Team work - is supportive to other team members, shares knowledge and provides training in area of expertise

Competencies

 Customer Focus
 Functional / Technical Skills
 Drive for Results
 Priority Setting
 Time Management
 Informing
 Integrity and Trust
 Written Communication
 Learning/change agility
 Business acumen
 Leadership

Knowledge/Experience

 Contact Centre & Field Force Planning experience is highly desirable
 Full understanding and knowledge of end to end resource planning cycle incorporating Forecasting & Planning, Scheduling, Service Delivery and Management Information and Insight Analysis
 Change management capability
 Excellent technical skills with ability to interrogate data from a variety of systems.
 Proven experience of delivery of Operational efficiencies through expert planning.
 Experience of working in a fast paced environment and meeting tight deadlines
 Experience in initiating process improvements, overcoming obstacles and using analytical skills.

Senior Resource Planning Analyst