Role: Resource Planning Analyst
Salary: Up to £50,000 DOE + benefits
Hours: Mon-Fri
Location: West Midlands (hybrid working 2 days office 3 days at home)
CCA Recruitment are delighted to be partnering with a contact centre client to deliver recruitment for an experienced Resource Planning Analyst for their WFM team. This role will be West Midlands based (hybrid working).
Are you a forward thinking Resource Planning Analyst?
Are you customer focused within a WFM environment?
Do you have experience using short to plan long term for contact centre?
As a Resource Planning Analyst you will be accountable for resource optimisation within Operations through effective Forecasting, Planning, Scheduling and Utilisation of resources to achieve departmental SLA’s and meet business demands.
Evaluation of performance across the function, providing analysis and recommendations to increase efficiency, reduce cost or risk and inform operational and strategic decisions.
- Create and maintain a workforce planning/optimisation solution for Operations
- Produce accurate and fit for purpose schedules ensuring resource is deployed in line with plan to achieve service level targets
- Support Operations with analysis
- Analyse variances in actual v’s forecast performance
- Analyse performance and business information, make recommendations to achieve cost and/or operational efficiencies
- Work with stakeholders across the business to identify potential peaks and troughs in workload volumes or resources to reduce risk and impact to customer service and operational costs. Make recommendations on the appropriate course of action
Requirements for the role:
- Knowledge of the key principles of Resource Planning methodologies
- Experience in workforce planning and optimisation in a back-office environment
- Experience in presenting data and business information to teams and management
- Experience within a Regulated Industry.
- Working knowledge of Microsoft Office, Excel and Powerpoint
- Working knowledge of telephony applications and Workforce Management systems
- Strong Analytical, planning, organisation, and computer literacy skills
- Excellent verbal and written communication, presentation and stakeholder management skills
- Problem solving skills, especially the ability to analyse variances, accurately pinpoint root cause and recommend corrective action
- Excellent relationship management and influencing skills with experience of managing multiple and diverse stakeholder group
- Highly developed interpersonal skills and the desire to work as part of a team
- The ability to balance varied workloads, conflicting priorities and meet tight deadlines
- High level of attention to detail with the ability to manage multiple tasks and conflicting priorities without losing focus on planning ahead.
- An individual with a pro-active mindset with a clear focus on quality and efficiency who is open to learn and grow.
- A self-motivated, logical, and organised approach to work
Please follow the link to apply for this Resource Planning Analyst role based in the West Midlands.
