Workforce Optimization Analyst

1 week ago

London, Greater London, United Kingdom CCA Recruitment Group Full time

About the Role:

Career opportunities have arisen for an experienced Resource Planning Analyst to join our client's WFM team. As a key member of the Operations team, you will be responsible for optimizing resource utilization to achieve departmental SLAs and meet business demands.

Key Responsibilities:

  • Develop and maintain a workforce planning/optimization solution for Operations
  • Produce accurate and fit-for-purpose schedules to ensure resource is deployed in line with plan to achieve service level targets
  • Support Operations with analysis and provide recommendations to increase efficiency, reduce cost or risk
  • Analyze variances in actual vs forecast performance and make recommendations to improve forecasting accuracy
  • 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

Requirements:

  • Knowledge of the key principles of Resource Planning methodologies
  • Experience in workforce planning and optimization 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, organization, and computer literacy skills
  • Excellent verbal and written communication, presentation, and stakeholder management skills
  • Problem-solving skills, especially the ability to analyze variances, accurately pinpoint root cause, and recommend corrective action
  • Excellent relationship management and influencing skills with experience of managing multiple and diverse stakeholder groups
  • 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

About You:

We are looking for a self-motivated, logical, and organized individual with a proactive mindset, a clear focus on quality and efficiency, and a willingness to learn and grow. If you have a strong analytical background, excellent communication skills, and experience in workforce planning and optimization, we would like to hear from you.

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