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Resource Planning Analyst

2 weeks ago

Knowsley Industrial Park, United Kingdom Davies Resourcing Full time

Our client is a fast growing outsourcer that specialise in the delivery of essential public services across defence, transport, justice, immigration, health care and other citizen services. They operate across four regions: UK & Europe, North America,Asia Pacific and Middle East. We are looking for an experienced Resource Planning Analyst looking to join their Contact Centre operations based in Liverpool. This role is focused on helping with the design & development of standard performance packs modelsfor various business areas in the delivery of performance targets across their five contact centre locations. You will create and manage for monthly, weekly, daily and interval level forecasting for all departments ensuring variances are within tolerance.**

- **The role will be office with some remote working flexibility 1-2 days a week**Key responsibilities**:

- Identifying and reporting service deviations and make recommendations to improve future performance.
- Maintain regular communication with all stakeholders in area of expertise providing regular business commentary.
- Conduct Regular Planning meetings to deliver recommendations.
- Design, deliver and review a suite of accurate reports in collaboration with all interested stakeholders on a daily, weekly monthly and ad-hoc basis.
- Monitor day to day call patterns, staffing levels and adherence.
- Completion of Operational requests within SLA’s.
- Ability to manage workloads, prioritise and proactively set expectations to key Stakeholders and client delivery

**About you**:

- If you are a highly motivated individual who possesses an understanding of Contact Centre dynamics, has plenty of personal drive, takes a proactive, professional approach to their work and is able to manage their time/workload effectively, in order to meetdemanding deadlines, then we want to hear from you We are looking for:

- Good working knowledge of planning principles and various methodologies like Erlang, Workload, Shrinkage etc. as well as Business Processes and Contact Centre metrics.
- Good Microsoft Office skills, particularly advanced in Microsoft Excel.
- Knowledge of TeleOpti / Genesys / Nice IEX Workforce Management would beneficial.
- Analytical ability and inquisitiveness to ‘sense check’ the numbers produced from the WFM tools
Salary level dependant on experience.