Resource Planning Analyst

2 weeks ago


Bristol, United Kingdom Artis Recruitment Full time

Artis Customer Contact is pleased to be working with this national brand as it continues to grow through acquisition. Due to their continued growth, I have been asked to recruit a Resource Planning Analyst to join their planning team, supporting the customercontact operation.
You will be responsible for ensuring the optimal use of resources across the business, providing resource planning, scheduling services, and management information reports.
The day to day role will consist of
- Build strong relationships and collaborate with the senior stakeholders and clients to understand resource requirements.
- Delivering the short and long term capacity planning and workforce management requirements for inbound and outbound activity. Ensuring with the operational teams all KPI's and SLA's are achieved.
- Analyse actual operational performance in order to optimise operational planning and assist in managing delivery of service by identifying efficiencies and productivity gains. Implementing improvement initiatives following operational analysis.
- Develop and produce the management information reports required to allow the right level of decision making and to ensure that all clients and operational management teams receive information in timely, accurate and appropriate manner.
- Provide workforce management solutions to internal management in order to make recommendations to optimise capacity planning and staffing levels.
Essentially you will consider yourself a
- Excellent communicator with the skills and the ability to build strong and positive relationships.
- Problem solver who can has the ability think fast, spot trends, generate new ideas and to deliver to tight deadlines
- To have good understanding of Contact Centre resource planning techniques and WFM technologies.
The role offers hybrid working so you would be required to be in the Bristol office 2-3 times a week.



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