Resource Planning Analyst
Permanent
£25,000 - £30,000
Do you enjoy striving for customer excellence?
Do you have strong analytical and problem solving skills?
Our client, a leading financial services provider, is looking for a new Resource Planning Analyst to join their small Customer Service Planning Team. You will play a vital role within the team by supporting the optimisation of the customer journey.
So, if you have a drive for customer excellence and are ready for your next challenge, this could be the role for you!
The Role:
- Producing short, medium, and long term plans for Operations
- Supporting operational teams in the process and optimisation of scheduling resource to best match customer demand
- Carrying out detailed analysis to improve planning accuracy
- Owning intra-day scheduling and shrinkage management process through WFM and other available tools
- Identifying and highlighting performance/service risks to Operations
- Assisting in the delivery of change work streams which will require strong working relationships and stakeholder
- Supporting the development of CRM reporting and analysis
- Developing propensity models to aid the understanding of behaviour and contact demand throughout the Customer Lifecycle
- Forecasting Customer Demand (calls, emails, and webchat) to support resource planning and scheduling activities
The Person:
Due to the nature of this position, the successful candidate should have experience within a similar analytical role. The candidate will need to have strong analytical and problem-solving abilities, and excellent time management and organisational skills.
The successful candidate will also need to be skilled in Microsoft Office (Excel and Access) to an advanced level.
If this sounds like you, and you’re ready for your next analytical role, get in touch today to start your application!