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Senior Resource Planning Analyst - Workforce Management

  • Job reference: 934580
  • Location: Manchester, Greater Manchester
  • Salary: Negotiable
  • Job type: Permanent
  • Sector: Office & Commercial
  • Date posted: 26/03/2021

My client is a global business that provides fire, HVAC, and security equipment & services for various buildings & industries. Their Workforce Management team is expanding, and they are looking for an experienced Senior Resource Planning Analyst to join their growing team in Manchester.

The Senior Resource Planning Analyst will be responsible for creating accurate forecasting and scheduling in an Omni channel environment, the Senior Resource Planning Analyst will ensure robust operational demand and supply resource plans are in place to provide exceptional service to both Front and Back Office Departments across the UK&I. This is an exciting opportunity be part of an expanding team on a digital transformation journey.

What you will do

  • Creating and managing long term and short term forecasts for call & non-call workloads and resource across Omni channels, monitoring drivers against business change & developing models to improve accuracy.
  • Continually evolving all planning, forecasting and scheduling systems and processes, with a strong focus on customer service levels, productivity and efficiency.
  • Design creative dynamic schedules for contact centre employees supporting customer and employee needs across Omni channels.
  • Constantly monitoring and proposing effective shift patterns to match business requirements, optimising performance of all Customer Contact Centre teams and maximising agent satisfaction by providing flexible options.
  • Making recruitment recommendations and identify opportunities and benefits offered through skills based routing, demonstrating the benefit of proposed changes.
  • Working closely with teams across the business that supply volumes into the customer centre, monitoring performance and trends to provide consultative support to the business through monthly reviews and building relationships.
  • Actively managing and developing the Workforce Management tool ensuring it is fit for purpose and provides best practice input and output.

How you will do it

  • Demonstrate considerable previous experience in a similar Resource Planning Analyst role within an Omni channel contact centre environment.
  • Previous demonstrable experience of forecasting, monitoring, and reporting within a resource planning role.
  • Evidence of strong technical skills across Contact Centre systems; WFM systems (Nice/Aspect), telephony platforms, advanced Excel (including VBA) and potentially Power BI.
  • Analytical and data driven, with experience in how to use data to underpin process and behavioural change.
  • Proven experience of delivery of Operational efficiencies through expert planning.
  • Experience of working in a fast paced environment and meeting tight deadlines
  • Strong stakeholder engagement skills and working collaboratively with business leaders.

Required

  • Minimum 5 years' experience in Contact Centre Resource Planning Role.
  • Advanced excel and analytical skills.
  • Previous demonstrable experience of forecasting, monitoring, and reporting within a resource planning role.
  • Excellent stakeholder management skills to ensure that effective planning is delivered correctly
  • Full understanding and knowledge of end to end resource planning cycle incorporating Capacity, Forecasting & Planning, Scheduling, Service Delivery and Management Information and Insight Analysis
  • Commercially astute, resilient and adaptable
  • Change management capability


Our role in supporting diversity and inclusion
As an international workforce business, we are committed to sourcing personnel that reflects the diversity and values of our client base but also that of Orion Group. We welcome the wide range of experiences and viewpoints that potential workers bring to our business and our clients, including those based on nationality, gender, culture, educational and professional backgrounds, race, ethnicity, sexual orientation, gender identity and expression, disability, and age differences, job classification and religion. In our inclusive workplace, regardless of your employment status as staff or contract, everyone is assured the right of equitable, fair and respectful treatment.

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