Resource Planning Analyst
4 weeks ago
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.
Please note, should feedback not be received within 28 days, unfortunately your application has been unsuccessful. In applying for this role, you may be registered on our database so we can contact you about suitable opportunities in future. Your data will be managed in accordance with our Privacy Policy, which can be found on our website.
If you would like this job advertisement in an alternative format, please contact MERJE directly
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