Resource Planning Analyst
Pertemps TM
London,South East,UK
1d ago

A British multi-channel men's clothing retailer with luxurious offices based in London Bridge is in need of a Resource Planning Analyst to start ASAP on a permanent basis

Role : Resource Planning Analyst

Location : London Brigde, London

Permanent Role

Monday to Friday 8am-5pm

The Role will be homeworking for the time being but eventually be 3 days in the office 2 days remote

Essence of the Role :

The primary purpose of the Resource Planning Analyst is to ensure that we have the right level of staff assigned to the right tasks, making it simple for customers to contact us via their preferred method, at their chosen time - receiving the same consistent level of service

Key Responsibilities :

Short term forecasting across all channels, based on trends

Effective scheduling of resource across varying shifts according to volumes and skill set to ensure we meet SLA’s within a multi-channel / language contact centre.

Managing all aspects of absence and monitoring that it’s kept up to date in WFM (planned and unplanned)

Maintaining capacity plans to support operational delivery

  • Analysis of gaps and pinch points and suggest shifts for recruitment or other measures to bridge these successfully.
  • Management of all Flexible Work Requests and determining if they fit within our capacity plans
  • Manage recruitment timeline and liaise with CS manager to ensure on track and ready for required date
  • Attrition analysis and provide insight into potential solutions to reduce attrition

    Being an SME in our WFM suite and the go to person for all general resourcing queries

    Person Specification Requirements :

    Proficient with resourcing within a WFM platform (preferably Teleopti)

    Proficient working knowledge of Excel (intermediate to advanced level)

    Excellent verbal and written communication skills

    Highly numerate with good attention to detail

    A strong sense of ownership and responsibility with willingness to learn

    Contact Centre background (preferred)

    Experience in a similar role (necessary)

    We are looking for people to start asap and have a deadline of Wednesday 10th March 2021 12pm

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