Resource Planning Team Leader

Resource Planning Team Leader/Analyst

Salary - £24K

We are an outsourced contact centre with a difference. We pride ourselves on delivering high quality specialist services as true partners to highly recognised, leading brands in the energy, telecoms, digital and media sectors. Our continuing success has been achieved through a belief that we are here to help. We help our Customers achieve their goals and help our ‘remarkable people’ to grow, succeed and be the best they can be.

We are currently seeking a Resource Planner / Analyst to join our team. 

As a Resource Planner / Analyst you will be responsible for the following:

Job Specification

Overall responsibility within ResQ for accurate resource planning on the inbound client accounts using the Workforce Management System, including:

• Create forecasts of future customer volumes – both long term and short term – based on historical data and knowledge of future client activity, with the aim of maximising forecast accuracy
• Estimate future resource requirements – both long term and short term – based on forecasts and performance targets agreed with ResQ management and client contacts
• Track details of customer-facing staff using the appropriate tools, including hours of working, holidays, and within day activity
• Authorise annual leave based on processes agreed with operation
• Design optimum shifts for operation so that client commercial KPIs are achieved
• Provide comparisons of future resource requirement and estimated actual staffing levels – at weekly, daily and interval timescales
• Provide advice on the actions to take to ensure client goals are achieved – such as recruitment, changes to shifts, and short term actions involving overtime, breaks and meetings
• Provide information and analysis to clients as requested
• Ensure that workforce management system (Teleopti) and related tools are kept up-to-date with all of the latest resource planning information

Line management of the Resource Planning Analyst(s), including reviewing work, providing feedback, coaching and performance management.

Requirements

Must Have:

• Strong understanding of Microsoft Excel, including formatting, functions and pivot tables
• Attention to detail
• Experience of presenting findings, influencing others to accept recommendations
• Excellent written and oral communication skills
• Ability to work well under pressure in a fast-paced environment
• People management experience

Desirable:

• Proven experience in and understanding of advanced Customer Services Workforce Management Systems (such as Teleopti, NICE IEX WFM, Aspect Workforce Management)
• Ability to design a shift pattern efficiently that closely matches customer demand
• Experience of extracting information using database queries
• Experience of automating Excel spreadsheets using VBA
• Qualified to at least good “A” level standard

Job Type: Permanent

To apply please attach an up to date Cv to the link provided - Good luck!! 

Key words: call centre, contact centre, analyst, business analyst, Teleopti, NICE IEX WFM, Aspect Workforce Management