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Resource Planning Analyst
Home-based

About the Role

We’re seeking multiple experienced Resource Planning Analyst to provide a wide range of operational support/ service delivery across the organisation (Forecasting and Planning). You will be responsible for overseeing the provision of workforce practices and strategies to achieve, operational efficiency's and effective planning strategies.

*Home based working*

This is an excellent opportunity to work for a leading brand and join an experienced resource planning team. This organisation in renowned for providing exceptional support to employees.

You will:

• Forecast OR Schedule demand and resource requirements across multiple channels
• Establish and deliver a resource planning approach using historic data to forecast demand and resource requirements – medium & long term.
• Maintain staff activities and records on a (soon to be installed - Teliopti) WFM system, maintain shift plans, identifying any shortfalls in staffing levels to the Planning Manager and Ops team.
• Optimise resource planning and scheduling processes to achieve service levels.
• Work with Operational Leaders to ensure shrinkage is well understood by all stakeholders and planned for.
• Track planned and unplanned absence and produce reports in the form of daily, weekly and monthly scorecards.
• Carry out strategic resource planning tasks.

You will have a Contact Centre background and will have worked as a Resource Planning Analyst in a complex Customer Service operation in the past. You will have a very good level of Excel skills (VLOOKUP's & Pivot tables).

Please contact Matt Affforn 07753432891