Senior Resource Planning Analyst

Role: Senior Resource Planning Analyst
Salary: Up to £40,000 DOE + bonus + benefits
Hours: 37.5 hours per week Mon-Fri 09.00am-17.30pm
Location: Home based (with travel to local office)
CCA Recruitment are delighted to be partnering with a contact centre client to deliver recruitment for an experienced Senior Resource Planning Analyst for their WFM team. This role will be home based with travel to site around twice a month.
Are you a forward thinker?
Are you customer focused within a WFM environment?
Do you have experience using Injixo to plan long term for contact centre?
You will be accountable for resource optimisation withing Operations through effective Forecasting, Planning, Scheduling and Utilisation of resources to achieve departmental SLA's and meet business demands.
Evaluation of performance across the function, providing analysis and recommendations to increase efficiency, reduce cost or risk and inform operational and strategic decisions.
Create and maintain a workforce planning/optimisation solution for Operations
Produce accurate and fit for purpose schedules ensuring resource is deployed in line with plan to achieve service level targets
Support Operations with analysis of change of hours/contract requests, taking into consideration CBS policies
Analyse variances in actual v's forecast performance. Build learning into re-forecasting and share findings to drive performance improvements and KPI/SLA achievement.
Analyse performance and business information, make recommendations to achieve cost and/or operational efficiencies
Undertake root cause analysis where service issues arise, make recommendations to stakeholders to mitigate future reoccurrence
Work with stakeholders across the business to identify potential peaks and troughs in workload volumes or resources to reduce risk and impact to customer service and operational costs. Make recommendations on the appropriate course of action.
Understand and be aware of the risk and control environment of your area of the business and adhere to processes and procedures in order to minimise risk.Requirements for the role:
Knowledge of the key principles of Resource Planning methodologies
Experience in workforce planning and optimisation in a back-office environment
Advanced Excel capabilities
Experience in presenting data and business information to teams and management
Experience within a Regulated Industry.
Working knowledge of Microsoft Office, Excel and Powerpoint
Working knowledge of telephony applications and Workforce Management systems
Strong Analytical, planning, organisation, and computer literacy skills.
Excellent verbal and written communication, presentation and stakeholder management skills
Problem solving skills, especially the ability to analyse variances, accurately pinpoint root cause and recommend corrective action
Excellent relationship management and influencing skills with experience of managing multiple and diverse stakeholder group
Highly developed interpersonal skills and the desire to work as part of a team
The ability to balance varied workloads, conflicting priorities and meet tight deadlines
High level of attention to detail with the ability to manage multiple tasks and conflicting priorities without losing focus on planning ahead.
An individual with a pro-active mindset with a clear focus on quality and efficiency who is open to learn and grow.
A self-motivated, logical, and organised approach to work Please follow the link to apply for this Senior Resource Planning Analyst role