At a Glance
- Tasks: Drive efficiency in a busy contact centre by optimising resource allocation and performance.
- Company: Join a dynamic team focused on enhancing operational excellence.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Collaborate with senior managers and influence best practices in planning.
- Why this job: Make a real impact with your analytical skills in a fast-paced environment.
- Qualifications: Experience with WFM systems and strong negotiation skills required.
The predicted salary is between 40000 - 50000 £ per year.
Are you an experienced planner with a passion for driving efficiency and performance? Do you thrive in a fast-paced environment where your analytical skills and decision-making can have a real impact? We’re looking for a Resource Planning Analyst to play a key role in ensuring smooth operations within a busy contact centre setting.
As a Resource Planning Analyst, you will take ownership of short-term planning (from 8 weeks to 2 days before live operations), ensuring optimal resource allocation and performance. You’ll manage shift adjustments, negotiate offline activity, and analyse trends to keep operations running at their best. Working closely with team leaders and key stakeholders, you’ll help create tactical plans that support business needs while maintaining excellent service levels.
You will be responsible for analysing recent trends, making real-time schedule adjustments, and ensuring the workforce is optimally aligned to meet demand. Your role involves negotiating shift changes, managing offline time requests, and supporting scenario modeling to prepare for both planned and unexpected events. Using workforce management (WFM) tools, you’ll create efficient schedules across multiple communication channels, balancing operational efficiency with employee needs. Your expertise will also be instrumental in influencing senior managers and driving best practices in planning and scheduling.
You are highly analytical, detail-oriented, and confident in managing workforce planning within a contact centre environment. With strong negotiation skills and the ability to interpret data trends, you can make informed decisions that enhance efficiency and service delivery. You’re proficient with WFM systems (preferably NICE) and comfortable working with large data sets in Excel. A strong communicator, you can liaise effectively with senior stakeholders, ensuring plans are aligned with business objectives.
- Experience with WFM systems
- Strong negotiation and stakeholder management skills
- Background in contact centre workforce planning
- Proficient in analysing large data sets and creating reports
- Knowledge of multi-channel contact centre environments (inbound, outbound, digital)
- Ability to adapt to change and manage competing priorities
Resource Planning Analyst employer: Black & White Recruitment
At Black & White Recruitment, we pride ourselves on being an excellent employer that fosters a supportive and dynamic work culture. Our Greater London location offers the perfect blend of professional growth opportunities, including mentoring roles for experienced solicitors, alongside the flexibility of hybrid working arrangements and a competitive salary package, making it an ideal environment for those seeking meaningful and rewarding employment in family law.
Contact Details:
Black & White Recruitment Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Resource Planning Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Black & White Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Black & White Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Resource Planning Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Black & White Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Black & White Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Black & White Recruitment!
How to prepare for a job interview at Black & White Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
