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Resource Planning Analyst

Peterborough, Cambridgeshire
Remote Working
Remote Working
£32,500 to £35,000
Job Type
21 Sep 2022
We are recruiting a Resource Planning Analyst for Contact Centre Planning and WFM team The Planning Analyst will provide expertise and support across the Scheduling, Planning and Forecasting disciplines and be actively involved in ad-hoc development projects geared to enhance operational effectiveness and the customer experience. You ll possess indepth experience with a WFM tool (ideally Nice WFM / IEX), be comfortable operating across the end-to-end planning cycle, and have experience of working with datasets to produce informative reports and MI ( intermediate level of Excel required as a minimum) My client offers a flexible working arrangement with a creative balance available of homeworking and onsite based work at their site in Peterborough The base salary is between £32 500 - £35 000 plus benefits. Key Role Purpose & Responsibilities Creation and maintenance of Forecast models Schedule creation and optimisation supporting the Real Time team with analysis for adherence challenges Optimisation of the WFM tool (IEX) - updating / maintenance and development Provide insight & expected outcomes to Forecast and Staff Schedules to the leadership team mitigating gaps in resource coverage and service level threats Ownership of projects geared to improve and enhance service offering, planning processes and the customer points of interaction What Have You Done Before? What Do You Need to Demonstrate? You ll have prior experience within a contact centre Resource Planning function with detailed know-how of the planning cycle and experience with a WFM platform. A confident and articulate communicator you ll ensure working at pace and interacting the operational teams in person and remotely Key Skills & Experience Will Include Strong WFM skills (ideally within NICE IEX but other platforms considered) Able to produce and work with excel / erlang derived forecast and capacity planning models Concise, professional and effective interpersonal and communication abilities Strong numerical skills able to work with large datasets and convey data stories to non-technical audiences A focussed, organised & proactive approach with the ability to make effective decisions and prioritise workload requirements Please register your interest in the Resource Planning Analyst position by applying as directed Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & Workforce Optimisation, Analytics, and Customer Communication Technologies
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  • Job Reference: 718106225-2
  • Date Posted: 21 September 2022
  • Recruiter: Longreach Recruitment
    Longreach Recruitment
  • Location: Peterborough, Cambridgeshire
  • Remote Working: Some remote working possible
  • Salary: £32,500 to £35,000
  • Bonus/Benefits: Flexible Home Working Options
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent