Resource Planning Analyst

We’re looking for an experienced Resource Planning Analyst who can join us in transforming our planning capability as we deliver large scale business change over the coming years. We want to hear from anyone who is confident and passionate in owning and evolving these key planning responsibilities: -

• Development and ownership of propensity models to aid the understanding of Customer contact behaviour and contact demand at the various stages of the Customer Lifecycle.
• Ownership of forecasting Customer Demand (calls, emails & webchat) based on propensity model insights, historical trends, and future developments to support resource planning and scheduling activities.
• Own intra-day scheduling and shrinkage management process through Work Force Management and other available tools to deliver a completed schedule to the Real Time Analyst.
• Produce short, medium, and long-term plans for Operations focusing on both supply and demand drivers.
• Identify and highlight performance/service risks to Operations, both short term and long term.
• Development and ownership of the workforce management system, working with the planning team to deliver planning improvements and leveraging WFM systems to their fullest.
• Assist in the delivery of change work streams which will require strong working relationships and stakeholder management.
• Undertake 'planned vs actual' analysis including recommendations from the Real Time Analyst to carry out detailed root cause analysis to provide challenge and improve planning accuracy.
• Supporting the development of CRM reporting and analysis by providing insights and requirements to improve available short term and long-term reporting.
• Collaborating with Operational teams to support optimisation of scheduling resource to best match customer and stakeholder demand.

What we are looking for:

Most importantly, whether it’s propensity models, schedules, or shrinkage models, we’re looking for a strong communicator who is able to generate comprehensive planning insight that’s digestible and interactive across all levels of customer service.

• Excellent communication skills, both written and verbal
• Strong organisation and planning skills
• Stakeholder management both horizontal and vertical
• Analytically sound with an ability to problem solve
• Driven for Customer Excellence
• Ability to work across multiple tasks at once
• Demonstrable experience in working with planning, forecasting, data analytics or work force management.

What we offer:

Annual salary between £27,000-£34,000 depending on experience

Generous contributory pension scheme 
25* days holiday, in addition to bank holidays 
Volunteering days to assist in charity work

Sustainability Initiatives 
Holiday buy / sell (subject to conditions)
Travel Insurance (cost associated)
Dental Insurance (cost associated)
Flexible working options available
Study support (where applicable)
Access to Re:lease Colleague Car Scheme  
Enhanced parental leave
Occupational Health Programme
Introduction bonuses for referring an Employee or Customer 
Access to LinkedIn Learning / time towards to your CPD 
Cycle2work Scheme 
Free breakfast / fruit 
EV charging points, bike storage, shower & changing facilities and car parking (limited) 
Progressive / collaborative culture