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For Companies At a Glance
- Tasks: Join our team to forecast, plan, and schedule resources for optimal operational efficiency.
- Company: Be part of Culligan, a leader in innovative water solutions with 80 years of experience.
- Benefits: Enjoy 23 days holiday, a pension scheme, employee discounts, and ongoing learning opportunities.
- Why this job: Make an impact by balancing customer experience with resource efficiency in a dynamic environment.
- Qualifications: Experience in resource planning, strong analytical skills, and familiarity with contact centre metrics required.
- Other info: Opportunity to work with cutting-edge WFM systems and enhance planning processes.
The predicted salary is between 28800 - 43200 £ per year.
Who are we?
Our UK companies are proud to be part of the international Culligan group. We work to provide better water for our customers & consumers around the world. Culligan’s complete line of drinking water solutions, water softeners & water filtration systems set the standard in the water industry. Today, Culligan is proud to have provided world-class service and innovative water solutions for the last 80 years. At Culligan, we’re committed to delivering state-of-the-art products and water solutions that benefit our customers while minimizing the impact on the environment.
We are seeking a detail-oriented and analytical Resource Planning Analyst to join our dynamic Operational Development team. You will be responsible for forecasting, capacity planning, and scheduling to ensure optimal staffing levels that support service level targets and operational efficiency. This role plays a critical part in balancing customer experience with cost-effective resource utilisation.
What this role involves:
- Developing short-, medium-, and long-term contact volume forecasts using historical data, business drivers, and seasonal trends.
- Producing capacity plans to ensure adequate staffing aligned with customer demand and service level agreements (SLAs).
- Creating efficient and effective staff schedules, ensuring appropriate shift patterns, breaks, and rotations.
- Monitoring intraday performance and recommend adjustments.
- Providing insightful reports and dashboards on key metrics such as adherence, occupancy, service levels, and forecast accuracy.
- Conducting variance analysis and recommend corrective actions to improve planning accuracy.
- Working closely with Operations, HR, Training, and Recruitment to align planning activities with business priorities.
- Communicating planning insights and staffing risks proactively to leadership.
- Identifying opportunities for automation, efficiency, and enhancement within planning tools and processes.
- Supporting the implementation of new WFM systems and planning methodologies.
What we’re looking for:
- Proven experience in a resource or workforce planning role within a contact centre environment.
- Strong analytical skills with experience using Excel, SQL, and/or workforce management tools (e.g., Verint, Genesys, NICE, Aspect).
- Excellent communication and interpersonal skills to work effectively with diverse teams.
- Ability to manage multiple priorities in a fast-paced, changeable environment.
- Familiarity with key contact centre metrics and how they influence planning decisions.
- Experience with BI tools (e.g., Power BI, Tableau) and scripting or automation (e.g., VBA, Python) is a plus.
- Understanding of omnichannel environments (voice, email, chat, social media).
What we can offer:
- 23 days\’ holiday + Bank Holidays
- Company Pension scheme
- Company Sick Pay (after qualifying period)
- Cycle to Work scheme available
- Employee rewards and discounts
- Option to join Health Care Cash Plan
- 24/7 365-day access to Employee Assistance Programme through Health Assured
- Access to on-going learning and development with our online learning platform
- Free onsite parking
- Life Assurance
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Resource Planning Analyst employer: Culligan UK limited
Contact Detail:
Culligan UK limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resource Planning Analyst
✨Tip Number 1
Familiarise yourself with the key metrics used in resource planning, such as adherence and occupancy rates. Understanding these concepts will help you demonstrate your analytical skills during interviews and show that you can effectively contribute to the team.
✨Tip Number 2
Brush up on your Excel and SQL skills, as these are crucial for the role. Consider working on sample datasets or projects that allow you to practice creating forecasts and capacity plans, which will give you practical examples to discuss in your interview.
✨Tip Number 3
Network with professionals in the contact centre industry, especially those who work in resource planning. Engaging with them on platforms like LinkedIn can provide insights into the role and may even lead to referrals or recommendations.
✨Tip Number 4
Prepare to discuss your experience with workforce management tools and any automation techniques you've used. Highlighting your familiarity with systems like Verint or Genesys can set you apart from other candidates and show your readiness for the role.
We think you need these skills to ace Resource Planning Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Resource Planning Analyst position. Understand the key responsibilities and required skills, as this will help you tailor your application.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience in resource or workforce planning, especially within a contact centre environment. Use specific examples to demonstrate your analytical skills and familiarity with tools like Excel, SQL, or BI tools.
Showcase Your Skills: Make sure to highlight your strong analytical skills and ability to manage multiple priorities. Mention any experience with automation or scripting languages, as well as your understanding of omnichannel environments, as these are valuable for the role.
Craft a Compelling Cover Letter: Write a cover letter that not only outlines your qualifications but also expresses your enthusiasm for Culligan's mission of providing better water solutions. Connect your personal values with the company's commitment to environmental sustainability.
How to prepare for a job interview at Culligan UK limited
✨Showcase Your Analytical Skills
As a Resource Planning Analyst, your analytical skills are crucial. Be prepared to discuss specific examples of how you've used data to forecast demand or improve operational efficiency in previous roles.
✨Familiarise Yourself with Key Metrics
Understanding contact centre metrics is essential for this role. Brush up on metrics like adherence, occupancy, and service levels, and be ready to explain how they influence planning decisions during the interview.
✨Demonstrate Communication Skills
This position requires excellent communication and interpersonal skills. Prepare to share experiences where you effectively communicated insights or collaborated with diverse teams to achieve common goals.
✨Prepare for Technical Questions
Given the emphasis on tools like Excel, SQL, and BI software, expect technical questions. Be ready to discuss your experience with these tools and how you've used them to enhance planning processes.
