Resource Planning Analyst

Package Description

Slater and Gordon offer a competitive salary with market leading benefits, a positive and inviting work environment, exposure to industry specialists and the fantastic opportunity to develop a rewarding and successful career with an award winning law firm.

Job Introduction

The Resource Planning Analyst will be responsible for the end to end process of creating, maintaining and maximizing the forecasts and schedules for our front line agents across our Multi site, multi-channel Contact Centre’s and will help deliver an exceptional, cost effective experience to our customers. Delivering the resource planning cycle is key to the strategic vision of the and the Resource Planning Analyst will need to support all 3 key areas (forecasting, Scheduling/Realtime)

Main Responsibilities

Key Responsibilities

• Implementing forecasts and headcount models into operational reality, taking into account shrinkage trends and seasonality
• Update/maintain the baseline contact volume and forecasts; provide variance reports summaries
• Forecasted Intraday planning in order to provide accurate staffing schedules to meet demand, across blended inbound and outbound teams combined with multi-channel requirements.
• Develop/update/maintain capacity plans, with a medium to long term view on recruitment and training requirements.
• Prepare full end-to-end demand modelling in Excel, without the use of forecasting software
• Actively challenging the processes and techniques governing the workflow between forecasting, modelling and demand management by identifying areas for improvement based on market leading and proven methodology, communicating recommended resolutions and implementing these
• Influence and guide senior managers across the business to assist with delivery and performance through detailed analysis and reporting
• Production of forecast/scheduling sign off packs for the Operation to include decision making
• Scheduling of holidays, sickness and investment time (1-1’s, coaching, training schedules etc)
• Document schedule efficiency weekly to track changes pre and post real time handover up to 6 weeks out
• Analyse reports produced within the WFM tool and ACD system to understand on the day performance and the delivery of the resourcing plan, feeding back and suggesting improvements
• Support the real time management of the Contact Centre’s by monitoring performance and engaging with Ops Managers and team managers to drive performance and schedule adherence

The Ideal Candidate

Skills & Experience

• Experience of Contact Centre Planning & Forecasting
• Must have experience of workforce management systems (ASPECT accredited user preferred)
• Must have experience of ACD, IVR, WFM, Customer Satisfaction, Quality Monitoring
• Excellent attention to detail
• Excellent written and verbal communication skills with the ability to negotiate and influence
• Advanced excel skill
• Ideas orientated – analytical and intuitive and forms / conceives or resolves before acting
• Creative – can inspire, imaginative and inventive bringing new ideas to the business
• Innovative – introduces or implements new ideas
• Challenges the status quo, embraces debate in a positive way
• Ability to accurately record data information
• Organisational management
• Ability to work to strict deadlines
• Project management skills are desirable