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Resource Planning Analyst

Resource Planning Analyst

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Posted a day ago, valid for 10 days

Matlock, Derbyshire DE4 4HF, England

Full Time

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Sonic Summary

We have an exciting opportunity for a Resource Planning Analyst in Derbyshire.
The successful candidate will be responsible for creating and developing planning models to meet operational and commercial targets.
Candidates should have thorough knowledge of planning models, contact centre planning, and WFM systems, with SQL and Power BI experience being ideal but not mandatory.
The position requires effective communication skills and the ability to work to deadlines.
The salary for this role is competitive, and a minimum of two years of relevant experience is preferred.

We have a fantastic opportunity for a Resource Planning Analyst to join a client in Derby-shire. The right candidate will be responsible for the accurate creation, development of the planning models for all operational areas to ensure accurate FTE requirements and operational and commercial targets are achieved!Key Responsibilities:

Prepare customer demand forecasts accurately and efficiently to ensure customers are provided with excellent customer service.
Ensure physical location of agents are available as required alongside operational targets.
Assessment modelling to understand & plan the impacts of contact centre changes and how these flow into the capacity/ tactical plans.
Collaborate with colleagues to ensure budget demand and supply plans align with customer and client expectations
Collaborate with operational stakeholders to agree actions to close variances promptly, reducing Customer and/or financial impact.
Ensure future activity is planned in advance, using the agreed strategic approach, balancing Customer and People demands.
Ensure plans are available and communicated to call-taking colleagues in a timely manner.
Identify and check the integrity of appropriate data sources, interrogating the data to spot trends and exceptions, and then use these findings to identify the source of any exception or change.
Present complex technical plans in an easy to understand manner to all levels of stakeholders

Skills and experience required:

Thorough knowledge of the planning models
Knowledge of contact centre planning
WFM Systems - IEX or similar
Knowledge of shrinkage models
Experience with SQL & Power BI (Ideal NOT must have)

Ability to work to deadlines
Effective and confident communicator at all levels

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