Address
Form of work
SalaryLocation - Can be fully remote
Initial 3 months - potential long term opportunity
£350 - £450 per day (Inside IR35)
An experienced, UK based Resource Planner / Service Delivery & Business Insights Analyst with NICE CXone experience is required by a leading financial services organisation, to analyse and produce Management Information to deliver a first-class service through effective operational planning and resource management, coordinating operational response to service pressures and developing business insight and reporting to meet internal and external customer requirements in support of business objectives.
Accountabilities
- Deliver accurate and reliable forecasts that enable leaders to make well informed decisions, achieve business targets and agreed service level standards.
- Interrogate data using specialist applications and modelling to identify gaps and early warning signs, making recommendations to boost productivity and efficiency within the contact centre.
- Analyse, monitor and interpret data on key performance indicators to identify trends and, communicate findings to enable achievement of targets and annual business plan.
- Communicate service pressures and coordinate business impacting incidents to support operational teams, including ‘real time’ commentary and tactical support for live service management
- Develop, control and distribute scheduled and bespoke ad-hoc resourcing and management information, reports and dashboards that meet business requirements within given timescales.
- Evaluate work schedule and recommend future working patterns aligned to customer demand by influencing and engaging operational managers and marketing teams to understand needs and drive the delivery of agreed SLA’s.
- Produce and maintain intraday resourcing and performance reports for people managers to aid recruitment, holiday and training plans to the standards and outcomes agreed.
- Create and maintain relationships with stakeholders, building trust and collaboration to ensure all information produced adds value and is easily interpreted.
- Deliver short term/one-off projects and activities as required by and to the standards and outcomes agreed with Line Manager.
- Experience working with NICE CXone (workforce management software) is essential
- Experienced resource planner operating in a fast-paced business area with continuing change and growth
- Practical knowledge of data manipulation using Microsoft applications e.g. Excel, Power BI, and Power Automate
- Demonstrates good understanding of contact centre resource management and real time performance metrics
- Experience of producing high quality Business Insights in report, tabular and graphical formats suitable for senior audience
Skills and Competencies
- Great organisation, planning, forecasting, demand and resource management skills
- Strong analytical and data science skills, ability to spot trends and the ability to present your findings
- Good people skills and the ability to take lead and to collaborate with others
- Ability to manage and prioritise workload
If you have experience in the above areas - please submit your application ASAP to Jackie Dean at Jumar for an immediate response and informal discussion.
Jumar takes great pride in representing socially responsible clients who not only prioritise diversity and inclusion but also actively combat social inequality. Together, we have the power to make a profound impact on fostering a more equitable and inclusive society. By working with us, you become part of a movement dedicated to promoting a diverse and inclusive workforce.
