At a Glance
- Tasks: Manage resource planning and improve processes in a dynamic call centre environment.
- Company: Exciting utility company focused on innovation and customer service.
- Benefits: Flexible hours, remote work options, free refreshments, and career progression opportunities.
- Other info: Enjoy a modern workspace with a pool table and a collaborative culture.
- Why this job: Join a fresh team and make a real impact on customer experience and operational efficiency.
- Qualifications: Experience in contact centre operations and strong Excel skills required.
The predicted salary is between 35000 - 45000 £ per year.
I am currently working with a fantastic Utility company who are looking for an experienced Resource Planner and Process Improvement manager. You will be responsible for all aspects of reporting and analysis and be accountable for the operational management of the Call Centre. You will play a key part in process improvement by reviewing each department's processes and making recommendations for improvement. You will ideally have experience within projects and WFM systems.
This role will hold responsibility for:
- Working with other department managers to develop and record monthly reporting activity for the function ensuring timely production of reports and alignment with key meeting deadlines.
- Creating a tracking and measurement system to ensure progress is monitored and reviewed against the strategy, operational plans and achievements of KPI’s.
- Developing and implementing a planning, scheduling and reporting control capability for the Customer Experience area.
- Developing the workforce planning capability to produce resource plans and shift patterns across the area, whilst managing KPI/SLA's and controlling the site's overtime budget.
- Creating new processes within the department to ensure a consistent approach is maintained across all areas of the business.
- Reviewing all current processes and recommending changes within departments.
Skills / Experience Required:
- Experience of working in an operational role in a Contact Centre environment.
- Able to work flexibly and under pressure in a fast-paced, dynamic environment.
- Strong Excel skills, including Pivot Tables and V-lookups.
- Good understanding and extensive experience of performance management and implementing/delivering high performance across multiple departments.
- Strong financial management, with experience of planning financial budgets.
- Ability to produce, analyse and interpret large sets of data and produce relevant MI reports.
- Strong presentation skills, with experience of process improvement.
Hours of work will be between 8am and 6pm with some flexibility required to work occasional late shifts to 8pm to understand operational requirements, and a Saturday from time to time. There may be some flexibility to work from home once you have established an understanding of the role. Fresh modern call centre, free tea/coffee, pool table, lounge area and other benefits such as pension and career progression.
Resource Planning Analyst in Birmingham employer: Immediate Response Recruitment
Join a forward-thinking utility company that prioritises employee well-being and professional growth. With a vibrant work culture featuring modern facilities like a lounge area and recreational options, you will thrive in an environment that encourages innovation and collaboration. Enjoy competitive benefits, including a pension scheme and opportunities for career advancement, all while contributing to meaningful improvements in customer service operations.
Contact Details:
Immediate Response Recruitment Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Resource Planning Analyst in Birmingham
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those working in resource planning or call centres. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions related to resource planning and process improvement. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 3
Show off your Excel skills! Be ready to discuss how you've used tools like Pivot Tables and V-lookups in past roles. Maybe even bring along a sample report to demonstrate your analytical prowess during interviews.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our company.
We think you need these skills to ace Resource Planning Analyst in Birmingham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Resource Planning Analyst. Highlight your experience in operational roles, especially in contact centres, and showcase your skills in Excel and performance management.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the role. Mention specific examples of how you've improved processes or managed resources effectively in previous jobs.
Showcase Your Analytical Skills:Since this role involves a lot of reporting and analysis, be sure to include any relevant experience you have with data interpretation and MI reports. We want to see how you can turn numbers into actionable insights!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and keep track of all the amazing candidates like you!
How to prepare for a job interview at Immediate Response Recruitment
✨Know Your Numbers
As a Resource Planning Analyst, you'll be dealing with data and reports. Brush up on your Excel skills, especially Pivot Tables and V-lookups. Be ready to discuss how you've used these tools in past roles to analyse data and improve processes.
✨Showcase Your Process Improvement Skills
Prepare examples of how you've successfully implemented process improvements in previous positions. Think about specific challenges you faced, the actions you took, and the results achieved. This will demonstrate your ability to enhance efficiency in the Customer Service Department.
✨Understand the Company’s Operations
Research the utility company and its operations. Familiarise yourself with their customer service strategies and any recent changes in the industry. This knowledge will help you tailor your responses and show that you're genuinely interested in contributing to their success.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving abilities in a fast-paced environment. Prepare for scenarios related to workforce planning and managing KPIs. Practising your responses will help you articulate your thought process clearly during the interview.
