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Tactical Planning Analyst

2 weeks ago

Sunderland, United Kingdom BGL Group Full time

**Tactical Planning Analyst**

We have an exciting Tactical Planning Analyst opportunity where you will be responsible for designing, monitoring and publishing BGLi Customer Service shift patterns, producing reports to identify hotspots and reviewing gaps between requirements and resourceon live and planned schedules.

Our Resource Management team is responsible for optimising BGLi Customer Services performance through accurate and timely forecasts, provided to the scheduling team and other internal stakeholders. Joining the team as a Tactical Planning Analyst, it willbe down to you to deliver high class resource planning across the contact centre.

You will be responsible for analysing complex situations and data and be able to take immediate remedial action along with analysing the plans outcomes and identifying opportunities for alternative scenarios and views. You will plan schedules that meet ourcustomer demand across all contact media and deliver insight into trends and impacts.

Overall, you will deliver a best in class standard of Resource Management; achieved through design, production of accurate and efficient staff schedules for our Contact Centre's, which meet our customer demand forecast as agreed through the Headcount Plan.Making efficient use of the multi skilled workforce to achieve optimum service performance.

**What will it take?**
- Accountable for accurate intraday level forecasts for Sunderland, Peterborough and Wakefield Contact Centres
- Identifying hotpots and taking action to address gaps
- Analysis of complex data and take remedial action to address potential underperformance Design and publish staff and TL rosters using Workforce Management (WFM) capability
- Full working knowledge of WFM tools
- Plan and manage offline activity including annual leave, training, 121s, coaching, etc..in line with budgets
- Maintain awareness of industry leading planning methodologies
- Handover and relationship management with Service Delivery Team and the Operation

**Skills and Experience**
- Strong analytical skills
- Experience of working in a Planning & Scheduling role
- At least 3 years Verint experience
- Great attention to detail
- Able to achieve results in short periods of time
- Excellent communication, both written and verbal
- Good working knowledge of Microsoft Packages, particularly Excel
- Flexibility
- Excellent communication and negotiation skills
- Expert knowledge and understanding of Contact Centre methodologies
- Excellent communication and negotiation skills
- Expert knowledge and understanding of WFM technology
- Very good understanding of HR policies around colleague working conditions / Tc&Cs (annual leave, absence etc.)
- Good understanding of legal guidelines for working time directives
- Basic of Contact Centre environment
- At least 2 years experience in Contact Centre Planning or similar
- At least GSCE C grade level Maths and English

**Why Choose us?**

BGL Insurance is part of the BGL Group of businesses. A leading digital distributor of insurance to more than three million customers, BGL Insurance provides a range of motor, home and life insurance products in partnership with several of the best-knownbrands in UK financial services and through own brands Budget Insurance, Dial Direct and Beagle Street, all supported by state-of-the-art, award winning, contact centres and market leading digital platforms.

With almost 2,000 colleagues across three sites in Peterborough, Sunderland, and Wakefield, BGL Insurance uses its passion, scale, and expertise for the benefit of its customers, offering unrivalled value, ease, and confidence.

**Diversity and Inclusion**

We're a diverse community of dedicated, innovative, and talented professionals. Inclusive by instinct, we encourage our people to create and share ideas - supporting their growth and celebrating their uniqueness. We're proud to be an equal opportunity employerand stand firmly against discrimination of any kind.

**Flexible, hybrid working**

BGL Insurance has a hybrid approach to working. For most colleagues, this means being in the office two or three days a week and the rest of the time working from wherever’s best for them and their team