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Resource Planning Analyst
4 months ago
Resource Planning Analyst
Home-working
Full Time, .5 hours per week covering 8am – 6pm, Monday – Saturday
At Serco, not only is the nature of the work we do important, everyone has a significant role to play, from caring for vulnerable people to managing complex public services. We are a team of , people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.
If you’re looking for a more rewarding and secure home for your talents, look no further than Serco. We need experienced and motivated people who can display the right behaviours to join us and uphold our high standards of customer service. In short, we need people to be there for our customers when they’re needed most. And, in return, we will invest in your training and development to make you an expert in your respective field.
About the role:
The Resource Planning Analyst is a highly motivated individual who possesses an understanding of Contact Centre dynamics, has plenty of personal drive, takes a proactive and responsible approach to their work and is able to manage their time/workload effectively, in order to meet demanding deadlines. Lead by example as part of a highly skilled Resource Planning Team.
What you will need to do the role
Good working Knowledge of planning principles and various methodologies like Erlang, Workload, Shrinkage etc.
Ability to manage workloads, prioritise and proactively set expectations to key Stakeholders.
Analytical thinking and the ability to provide cost effective and value add recommendations.
Excellent Communication and Organisational skills.
Understanding of Business Processes and Contact Centre metrics.
Good Microsoft Office skills, particularly Microsoft Excel.
Knowledge of TeleOpti / Genesys / Nice IEX Workforce Management.
The successful candidate will be required to carry out the following responsibilities, activities, and duties:
Monitor day to day call patterns, staffing levels and adherence
Completion of Operational requests (OWL’s, emails etc) within agreed SLA
The role is part of the OutPerform Solutions Team, and may well be asked to support other functions, including Planning, MI and System Development.
There will be a requirement to travel to other Serco sites, and on occasion client sites.
Scheduling of shifts; building of shift patterns, running of the schedule and optimising of the schedule’s delivery
Manage the Teleopti / Genesys / NICE IEX WFM Systems
Liaises effectively with colleagues to ensure the Outperform Solutions team deliverables are achieved.
Owns and produces a suite of Performance Packs with % accuracy and quality.
Production of ad-hoc requests.
Ensure that all security / Data Protection rules are followed.
Maintenance of all Mailboxes & OWL within timescales and agreed guidelines.
Ensure packs and outputs meet requirements and they add value. Make recommendations to help improve performance.
Ability to manage own workload, prioritise and proactively set expectations to key Stakeholders
Ability to communicate with most levels of internal management & analysts, Client and Serco Operations on a professional level.
Report on operational processes and resource utilisation to help achieve required service levels.
Contribution to the on-going development of the Outperform Solutions team, ensuring best practice is followed.
Be an ambassador for Outperform Solutions Team
To become “Trusted Partner” of Operational Managers and other work-stream areas both when called upon and in a proactive manner.
Build relationships with senior management, clients and own teams, to the highest standards of integrity and professionalism.
Be proactive in highlighting opportunities to improve performance in all areas of the Operation – reduce costs, improve service levels.
Ability to manage workloads, prioritise and proactively set expectations to key Stakeholders
What we offer:
A competitive salary
A fantastic culture and supportive team; continuous training & development opportunities
A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health Plans, Annual Leave Purchase Scheme and more
The chance to make a positive difference in a company passionate about diversity and inclusion.
Weekly Pay
Access to an enhanced Pension and Serco Share Save scheme (optional)
