Resource Planning Analyst

1 month ago

Nationwide, United Kingdom CCA Recruitment Group Full time
Role: Resource Planning Analyst
Salary: Up to £45,000 DOE + benefits
Hours: Mon-Fri
Location: England hybrid (1 day per week in local office)
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.
Are you a forward thinker?
Are you customer focused within a WFM environment?
Do you have experience long term forecasting and planning for contact centre?
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 actionRequirements 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 workPlease follow the link to apply for this Resource Planning Analyst role

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