Demand / Resource Planner

2 weeks ago

Warrington, United Kingdom KwikFit Full time

**About us**
At Kwik Fit Mobile our Demand Planning & Analysys Team is pivotal in delivering an outstanding service to both internal and external customers and ensuring overall success through continuous business improvement and system enhancement. We are looking for an individual with high levels of natural curiosity, analytical forward-thinking mindset and passion to create a positive experience. You will be effectively managing expectations, and actively problem solving whilst ensuring both day-to-day and ongoing improvement activities are being delivered. Our employees are dedicated, extremely hard working and loyal. As a company we understand that Learning and Development is important for healthy growth and progression of staff at all levels. We encourage our employees to have fun, work as a team, respect each other and be proud of the work they achieve. So, if this sounds like a place you would love to work, why not come and join us and become part our amazing Kwik Fit family.

**The role**
At Kwik-Fit Mobile we are looking for a Resource Planning Analyst who will be responsible for forecasting and managing the demand for our services. The Resource Planning Analyst will report to the Contact Centre Operations Manager and will work closely with all other key Stakeholders and departments within the business to develop and maintain an accurate demand forecast. He or she will use a variety of forecasting methods and tools to develop the demand forecast and will be responsible for analyzing historical sales and operational data which includes customer demand to generate the forecast. The Resource Planning Analyst will also be responsible for the day to day planning and system administration of the in house Mobile booking system, reporting on resource levels to ensure that we have the capacity level to meet customer demand.

The Resource Planning Analyst is vital in providing a smooth and efficient service, using Salesforce software, to perform daily maintenance and data configuration such as updating Technician resource levels and amending geographical working areas, providing insight and analysis to support both strategic initiatives and ad hoc business needs

**Key accountabilities**
- Ensure the Salesforce system is updated in real time as and when changes occur, including amendments to geographical work areas, recording both planned and unplanned Technician absences, and changes to van availability due to breakdowns or maintenance.
- Forecast resourcing requirements and develop and maintain forecast models.
- Provide impact assessment when things don't go to plan and recommend remedial actions.
- Design, develop and maintain Dashboards, Analytics and Reporting using our BI tool Tableau as well as Google Sheets.
- Working with the Mobile Regional Operations Managers to review and advise approval/rejections of Technician annual leave requests.
- Ensure scheduling adheres to all legislative requirements including the working time regulation.
- Maintain regular and consistent communication with the Customer Service Teams to ensure daily/weekly updates of potential issues
- Assist the Lead Planner and Contact Centre Operations Manager in gathering and collating data from the system, creating reports to analyse historical and forecast future resource requirements.
- Assist with implementing any new features or improvements to the internal booking system - which may include carrying out some testing of proposed solutions of system deployments
- Adhere to the A-Z of Customer Happiness at all times

**Skills & experience**
- Relevant experience maintaining Salesforce or similar CRM systems
- Ability to interpret and understand large amounts of information to determine the best course of action for the business.
- Identify trends and patterns in information to make informed decisions
- Convey information through verbal or non verbal means. Must be able to communicate effectively with a variety of people complex information in a way that is easy to understand
- Identify challenges and develop solutions to overcome them
- Ability to analyse a situation and make decisions based on the information available
- Ability to understand the needs of the business and how to meet those needs
- Develop and maintain reporting and dashboards to track progress against the demand forecast
- Focus on data driven decision making
- Exceptional IT and report generation skills using software such as Microsoft Excel
- Exceptional attention to detail and passion for quality
- The ability to cope with quickly changing requirements, maintaining self-control and a positive attitude
- Good interpersonal skills, with the ability to communicate and build positive relationships at all levels
- The ability to work under pressure when dealing with multiple competing priorities and challenging deadlines/workload
- A logical and analytical approach to problem solving
- Ability to work on own initiative to meet challenging deadlines
- Consistently

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