|Job Title||Planning Analyst Manager|
|Salary||£25000 per annum|
|Job Published||9 days ago|
|Who to Contact||Prospectus|
Our client, a market leader in their field, is currently looking to recruit a Planning Analyst Manager to take on the responsibility of capacity planning supporting front and back office operations.
You will be responsible for conducting financial and volume forecasts, MI analysis and identifying operational efficiencies as well as monitoring performance according to daily, weekly and monthly forecasts / plans and initiating or recommending action plans based on service level objectives.
This position will work with and communicate with contact centre teams for awareness and coordination of contact centre activity. The role involves extracting and transforming raw data, from various sources and multiple systems, into meaningful, visual and professional reports and added value proposals. A key goal of this role will be to provide insightful data that can help improve the customer experience or service provided by our client.
·Provide input into tactical and strategic planning to include the allocation of resources to maintain business service levels while minimizing operating costs.
·Utilize workforce management software and other models to accurately forecast for both short and long-term to determine staffing requirements for front and back office environments
·Delivery of efficient working patterns which deliver service level for all accounts
·Ensuring adequate staffing (against forecast), of trained staff throughout the year
·Analysing data from multiple sources, combining the results, to provide meaningful and graphical representations
·Excellent verbal and written skills with a high accuracy of work
·Excellent basic math skills
·A problem solver who is highly organized and can work independently as well as with a team.
·Advanced Microsoft Excel experience: Formulas, filters, pivot tables, imports/exports data from multiple sources
·Workforce Management systems experience: e.g. Verint Impact 360; IEX TotalView or similar
·Intermediate PowerPoint experience
·Two years direct Workforce Management experience in a leadership role with knowledge of contact centre metrics, agent behavioural trends (shrinkage), and other factors that affect queue and adherence reporting
Hours: 37.5 hours per week working fully flexible shifts, any time between 8am and 6pm