Workforce Planning Analyst

**Company Description**

**Salary**: £25,000 per annum, plus performance bonus and benefits

We are Together - Proud to be a Financial Services success story based in South Manchester. Established in 1974, we employ over 700 colleagues.

A specialist lender offering a range of mortgage and secured loan products to individuals and businesses, who are typically underserved by mainstream lenders. We play our part to turn challenges into opportunities which make our customers' financial ambitionsaccessible.

Over 50 years of successful trading has positioned Together as a market leader, thanks to a common-sense approach to lending.

You will be responsible for ensuring the optimal use of resources across the business, providing resource planning, scheduling services, and management information reports

Key accountabilities:

- Working with the Resource and Workforce Planning Manager to develop short and medium term resource plans for all departments across Customer Operations
- Monitor all telephone queues real time service levels and abandoned rates to make sure we are achieving service standards, working with the management team to address any risks
- Work with the Resource and Workforce Planning Manager to maintain resource plans and schedules, co-ordinate updates and identify any potential resource hotspots and evaluate any options to address these.
- Work with the management team to review activities such as training, team communications and coaching to ensure that they are planned in a way that minimizes operational impact
- Provide regular communications to the management team regarding telephony performance
- Review and analyse previous days performance, sharing good practice, highlighting areas of improvement and making recommendations to improve our service offering for our customers
- Work with the Unified Communications Team (Telephony team) to ensure that the outbound communications (dialler, text messages etc) are configured correctly and run as per agreed communication strategies
- Support the management team in making any changes required to telephony structure, skills and routing
- Developing regular reports to provide insight on telephony, self-serve and resource performance, with recommendations for enhancements and opportunities

Essential skills and experience:

- Strong analytical and numerical skills with an ability to work with large volumes of data and identify trends
- Experience of Customer centre forecasting / capacity planning
- Confident communicator, able to build effective relationships, comfortable sharing feedback and giving instructions
- Inquisitive and challenging, always looking to improve performance
- Ability to make recommendations and decisions to positively impact on customer experience
- Self-motivated and driven by offering great customer service
- Problem solver who has the ability to think fast, spot trends and generate new ideas
- Ability to share / present findings with colleagues at all levels
- Is an adaptable and quick thinker who is able to work in an environment of frequent change
- Is a collaborative colleague who works with their peer group to understand their challenges, support them as required and share experiences to try and find solutions that benefit the customer, business and colleague
- Experience of working in a contact centre environment, supporting the management of resources and outbound contact
- Experienced user of Excel
- Experience in configuring telephony systems to meet business requirements

**Additional Information**

Benefits working at Together
- 26 days holiday, plus bank holidays & 1 additional day for your birthday
- Buy & sell holidays
- Annual bonus' (company & personal)
- Matched pension contribution
- Life assurance
- Critical illness cover
- Health cash plan
- Private medical insurance
- Free access to company holiday homes
- Travel season ticket loans
- Ride to work scheme
- Free local gym access
- Local bar / restaurant discounts

Together Money embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference - we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team thatrepresents a variety of backgrounds, perspectives and skills.
- Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks._