Resource & Planning Analyst

4 weeks ago


Edinburgh, United Kingdom RECRUITMENTiQ Full time

RECRUITMENTiQ is working closely with one of the market leaders in the Water industry to assist with their recruitment of an experienced Resource & Planning Analyst.

With headquarters in Edinburgh and around 350 employees, our client provides a range of services including metering, billing, water efficiency, and wastewater management.

With a forward-thinking, innovative, and passionate approach, the business always strives to make a positive difference to customers, communities, and the environment.

Our client is seeking a dynamic, enthusiastic, and driven employee with proven experience in workforce planning tools (ideally Verint), and experience with workload forecasting.

**The Role**

As part of the Resourcing Team, you will assist the Head of Resource & Planning to implement and deliver a best-in-class resource & planning capability across all customer operational or other activities as required by Business Stream. You will deliver arobust operational and staffing plan to ensure our business is enabled to meet and deliver our customer service levels through our customer channels, voice, web chat & non-voice contact.

It is a full-time position with a work schedule of 37 hours per week, Monday through Friday, where a hybrid schedule is required.

**In this role, your key responsibilities and essential abilities will be as follows**:

- You will be an individual who understands contact centre productivity measures and KPIs. This will include the measurement of efficiency/productivity and opportunities to drive customer satisfaction and performance targets across all customer operationalactivities.
- We need you to have the ability to proactively anticipate potential problems in delivery and efficiently amend plans to meet the pressures of customer operation. You will need experience in using planning tools and MI to make those decisions and offer alternativesolutions.
- You will be expected to collaborate effectivity across all the operational teams to deliver on our business priorities.
- You must have strong excel skills, including the use of macros, complex formulas, databases and VBA skills to produce meaningful management information.
- You will have strong planning and organisational skills and a high standard of written and verbal communication, with the ability to problem solve and create solutions.
- A solid understanding of both front-office and back-office planning is essential.
- Experience in managing and supporting 3rd party suppliers would be an advantage.

**Benefits**

For this position, competitive salary and benefits are offered, including an annual discretionary bonus of 20%, a pension plan, discounts for employees, and flexible benefits; as well as 31 days of annual leave and six bank holidays.

Despite its fast-paced nature and demands, this position can lead to a rewarding career in the water industry with hard work and dedication.

Motivated, resourceful, and capable of solving problems and improving processes are necessary skills to succeed in this role.

We would like to hear from you if you have the expertise and experience to join our team.


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