Resource Planning Analyst
- Department
- Customer Service
- Location
- Bristol CEC United Kingdom
- Date Posted
- 29-11-2024
We’re looking for an experienced Resource Planning Analyst who can join us in transforming our planning capability as we deliver large scale business change over the coming years.
This is a hybrid role with a requirement to be in the office a minimum of 2 days per week. For the first 4 weeks there is a requirement to be in the office 5 days per week for onboarding and training.
We want to hear from anyone who is confident and passionate in owning and evolving these key planning responsibilities.
Development and ownership of propensity models to aid the understanding of Customer contact behaviour and contact demand at the various stages of the Customer Lifecycle.
Ownership of forecasting Customer Demand (calls, emails & webchat) based on propensity model insights, historical trends, and future developments to support resource planning and scheduling activities.
Own intra-day scheduling and shrinkage management process through Work Force Management and other available tools to deliver a completed schedule to the Real Time Analyst.
Produce short, medium, and long-term plans for Operations focusing on both supply and demand drivers.
Identify and highlight performance/service risks to Operations, both short term and long term.
Development and ownership of the workforce management system, working with the planning team to deliver planning improvements and leveraging WFM systems to their fullest.
Assist in the delivery of change work streams which will require strong working relationships and stakeholder management.
Undertake 'planned vs actual' analysis including recommendations from the Real Time Analyst to carry out detailed root cause analysis to provide challenge and improve planning accuracy.
Supporting the development of CRM reporting and analysis by providing insights and requirements to improve available short term and long-term reporting.
Collaborating with Operational teams to support optimisation of scheduling resource to best match customer and stakeholder demand.
What we are looking for:
Most importantly, whether it’s propensity models, schedules, or shrinkage models, we’re looking for a strong communicator who is able to generate comprehensive planning insight that’s digestible and interactive across all levels of customer service.
Excellent communication skills, both written and verbal
Strong organisation and planning skills
Stakeholder management both horizontal and vertical
Analytically sound with an ability to problem solve
Driven for Customer Excellence
Ability to work across multiple tasks at once
Demonstrable experience in working with planning, forecasting, data analytics or work force management.
What we offer:
Annual salary between £27,000-£34,000 depending on experience
Generous contributory pension scheme
25* days holiday, in addition to bank holidays
Volunteering days to assist in charity work
Sustainability Initiatives
Holiday buy / sell (subject to conditions)
Travel Insurance (cost associated)
Dental Insurance (cost associated)
Flexible working options available
Study support (where applicable)
Access to Re:lease Colleague Car Scheme
Enhanced parental leave
Occupational Health Programme
Introduction bonuses for referring an Employee
Cycle2work Scheme
Free breakfast / fruit
EV charging points, bike storage, shower & changing facilities and car parking (limited)