Resource Planning

Overview:
**Fixed-term Contract - 18 months**

**Location**:
**Quorum Business Park, Longbenton, Newcastle upon Tyne with some remote working**

**Hours per week: 37**

**Salary**:
**£17,000**
***
**per annum**

**Shape real change with an NCFE career**

Imagine a career where your contributions affect not only what people learn, but the way that learning is developed and delivered. NCFE is a place where employees not only make a positive social impact - influencing the lives of thousands of learners - but where you will have the opportunity to influence the way we work and directly shape our future direction.

With over 170 years of education experience our core purpose remains at the heart of the organisation - to promote and advance learning to create a fairer, more inclusive society. We have built a high-performance workplace culture, backed by a strong set of values and behaviours, to ensure we’re working together as one organisation to make sure no learner is left behind.

**About the role**

As a Resource Planning & MI Apprentice you will be a key member of the resource planning team, you will learn how to create meaningful forecasts and how to effectively schedule resource to meet planned demand based on the identification and analysing of trends. You will support the team with producing management information reports, providing analysis and recommendations on how to improve individual and team performance, highlighting any variances from departmental benchmarks. Along with these you will also monitor real-time activities, recommending a course of action to deal with any unexpected situations and provide a high-quality support service to the department to help drive exceptional business performance across all teams.
- Support the maintenance of the workforce management system, including adding new starter data, removing leavers, managing skills, managing shifts, optimising intraday, forecasts, adding activities, managing absence requests, scheduling agents, setting holiday pool balances, and helping to train new users.
- Support with real time activity and make tactical decisions to achieve a balanced service level across all inbound channels.
- Supporting the team to update the daily reports of telephony MI via Excel and Power BI to maximize performance of the CST function. The reporting includes all YTD, MTD, and Daily activity from agent performance to overall departmental activity. Providing the leadership team with an accurate view of those performance metrics that represents departmental, team and individual performance.
- Support the team in the production of call forecasts and schedules by analysing historical demand, support with producing the weekly capacity plans.
- Develop and maintain strong relationships with key stakeholders around the business.
- Be highly organised and flexible to deal with and prioritise ad-hoc management information requests.
- Manage offline time requests & ensure that the offline time is taken according to business needs with no detriment to service levels.

We are looking for someone who also holds the following key skills:

- IT literate.
- Good written and oral communication skills, including good grammar and spelling
- Able to work as part of a team towards a shared goal.
- Willingness to learn from colleagues to increase knowledge & skillset.
- Self-starter to pursue own development and learning.

This is an exciting time to join this passionate and performance orientated team, as we have recently started on a project to revamp our contact centre systems and technologies - to make a real difference to the experience we give our teams and the important service we provide to our customers.

Being part of NCFE means you will be set up for success and have opportunities to grow and progress within your career and self-development, some of the things you will get with us are:

- A great opportunity to learn about resource planning and data analysis and how to create reports using different software environments
- A chance to learn about forecasting methodologies and how best to use them in call centre environments.
- Full training on a market leading workforce planning system.
- Support with delivering projects and implementing new technologies
- An opportunity to learn about the wider business and other departments

Read the full
**Job Description**.

**What will we offer you in return?**

One of the biggest rewards of a career with NCFE is contributing to our promise to support the delivery of the highest possible quality learning experiences for our learners and for them to achieve the best possible outcomes as a result.

You will also have access to a fantastic range of employee benefits and support for your personal and professional development. Benefits include:

- Company Pension, employer’s contribution up to 9% when you contribute 3%
- Life Assurance (4 x basic salary)
- £200 personal development allowance per year
- £400 towards any NCFE accred