Resource Planning Analyst

  • Liverpool
  • £25000 - £29000 per annum
  • Permanent

Our client is looking for a Resource Planning Analyst to join their Contact Centre and Complex Case Management Team in Liverpool. This role is focused on helping with the design & development of standard performance packs models for various business areas in the delivery of performance targets. You will create and manage for monthly, weekly, daily and interval level forecasting for all departments ensuring variances are within tolerance. Our client is an 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.

                                                                                       *******The role will be home based until at least April 2021*****

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 (OWL’s, emails etc.) within SLA’s;
  • Ability to manage workloads, prioritise and proactively set expectations to key Stakeholders.

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 meet demanding 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.

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