We are looking for a Resource Planning Analyst, with experience of WFM technology (ideally Verint Impact 360) and methodology, to take overall responsibility for the forecasting, capacity planning and scheduling of a number of Customer Services teams.
Responsibilities will include:
Creation of accurate long and short-term forecasts.
Analysing actual call volumes versus forecast, identifying variances and providing trend analysis to the business to drive improvements.
Creation of effective schedules within agreed processes and timescales.
Planning and scheduling off phone activities whilst maintaining agreed service levels.
Optimising the schedules to ensure the best possible answer rate with current staffing levels.
Creation and maintenance of capacity plans.
Leading regular reviews of our actual performance versus budgeted KPIs.
Creation and maintenance of recruitment plans.
Planning for changes in work patterns, investigating potential scenarios, and proposing solutions that work for both business and advisors.
Working closely with Service Delivery Leads to ensure that the plans are followed and the adviser productivity is maximised.
Providing on-the-day support to the operation.
This is an exciting role for a Resource Planning professional who is keen to be part a fast-paced environment. In this role you will build relationships with stakeholders at different levels including Advisors, TLs, Managers, Senior Management, HR, Training and Development teams, Recruitment and IT to ensure a smooth running of the contact centres. We are looking for an experienced Resource Planner who is analytical, has strong Excel skills and a good knowledge of WFM technologies. You will need to be able to manage a high volume and varied workload, and demonstrate excellent attention to detail.
We embrace both diversity and inclusivity. So, we've built a culture where everyone counts - one where you'll feel valued and respected.
We're the UK's only fully integrated utility services provider - covering both the communications and energy markets.
You may not have heard of us though, because we don't waste money on expensive advertising. Instead, our growth has been fuelled by 'word of mouth' recommendations.
And it works - we now have over 600,000 customers, 40,000 Partners and a team of 1,000+ at our NHQ.
We're passionate about delivering excellent customer service and this is a passion that runs right thru the company.
That's why we've won so may awards - including the Which? Best Utility Supplier of the Year 2018 award.
Our stunning, modern NHQ is in Colindale, NW London, and is easily to get to by tube, bus or car.