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- Tasks: Analyse data to optimise staffing in our busy Call Centre and enhance operational efficiency.
- Company: Join a dynamic team at a leading customer service provider in Swindon.
- Benefits: Enjoy 25 days holiday, employee discounts, life assurance, and a supportive work environment.
- Why this job: Make a real impact by leveraging AI and data-driven insights in a fast-paced setting.
- Qualifications: Experience in resource planning and strong analytical skills are essential.
- Other info: Great career growth opportunities and a collaborative culture await you!
The predicted salary is between 36000 - 60000 £ per year.
We are seeking a highly analytical and detail-oriented Resource Planning Analyst to join our Resource Planning and MI team in Swindon. This role is responsible for ensuring optimal staffing levels in our busy customer Call Centre by effectively forecasting, scheduling, capacity planning, and real-time management.
The successful candidate will play a key role in supporting operational efficiency and service delivery, leveraging workforce management tools such as Genesys PureCloud to drive data-driven decision-making.
This role will be based in our Head Office in Swindon 5 days a week.
Key responsibilities
- Create, maintain, and optimize agent schedules to align with forecasted demand while balancing efficiency and employee engagement.
- Ensure scheduling considers operational constraints such as shrinkage, training, meetings, and holidays.
- Monitor and adjust intraday schedules to optimize resource utilization.
- Monitor real-time performance, ensuring service level agreements (SLAs) are met across all channels.
- Provide real-time insights and communicate actionable recommendations to operations teams.
- Generate reports on performance metrics, forecasting accuracy, schedule adherence, and occupancy levels.
- Work with technology teams to enhance WFM system capabilities and automation opportunities, with focus on leveraging AI where possible.
- Adhoc activities for the Head of Customer and Marketing Operations and other members of the Senior Leadership Team involving the Contact Centre, Marketing and Telesales.
Skills and experience
- Strong communication skills ability to collaborate with stakeholders at all levels.
- Proven experience in resource planning, forecasting, scheduling, and real-time workforce management in a contact centre environment.
- Working knowledge of Google Workspace and Advanced Excel skills and familiarity with SQL, Power BI, or other analytical tools is a plus.
- Proficiency in Workforce Management (WFM) systems; experience with Genesys PureCloud is highly desirable.
- Strong analytical and problem-solving skills, with experience in data analysis and reporting.
- Ability to work in a fast-paced environment, balancing multiple priorities while maintaining attention to detail.
- Understanding of key performance indicators (KPIs) such as service levels, occupancy, adherence, and shrinkage.
- A keen interest in AI technology and implementation in Contact Centres.
Benefits
- Employee discount: amazing discounts available on all Oak Furnitureland products after successful completion of probation
- Life assurance: free cover of a minimum of two times your annual salary up to the age of 65
- Birthday: an additional day off for you to celebrate your birthday
- 25 days holiday
- Pension: 4% employee contribution matched by the company
- Employee Assistance Programme: gives all employees access to both telephone and face-to-face counselling services
- My Rewards Programme: offers discounts on everything from restaurants and supermarkets, to entertainment and holidays
- Free on-site parking
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Resource Planning and Realtime Analyst employer: Oak Furnitureland
Contact Detail:
Oak Furnitureland Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resource Planning and Realtime Analyst
✨Tip Number 1
Network like a pro! Reach out to current employees at the company or in similar roles on LinkedIn. A friendly chat can give us insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by practising common questions related to resource planning and real-time management. We should also be ready to discuss how we’ve used data to drive decisions in past roles.
✨Tip Number 3
Show off our analytical skills during the interview! Bring examples of reports or metrics we've worked with, especially if they relate to KPIs like service levels and occupancy.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets seen by the right people. Plus, it shows we’re genuinely interested in joining the team.
We think you need these skills to ace Resource Planning and Realtime Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Resource Planning Analyst role. Highlight your experience in resource planning, forecasting, and scheduling, especially in a contact centre environment. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your analytical skills can contribute to our team. Don't forget to mention any experience with WFM systems like Genesys PureCloud.
Show Off Your Analytical Skills: Since this role is all about data-driven decision-making, make sure to showcase your analytical skills in your application. Include examples of how you've used data analysis to improve performance metrics or operational efficiency in previous roles.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Oak Furnitureland
✨Know Your Numbers
As a Resource Planning Analyst, you'll be dealing with a lot of data. Brush up on your analytical skills and be ready to discuss how you've used data to drive decisions in the past. Familiarise yourself with key performance indicators (KPIs) relevant to the role, like service levels and occupancy rates.
✨Master the Tools
Make sure you have a good understanding of workforce management tools, especially Genesys PureCloud. If you’ve used similar systems before, be prepared to share specific examples of how you optimised scheduling or improved efficiency using these tools.
✨Communicate Clearly
Strong communication skills are essential for this role. Practice articulating your thoughts clearly and concisely. Think about how you can explain complex data insights to stakeholders who may not be as familiar with the technical details.
✨Show Your Interest in AI
Since the role involves leveraging AI technology, demonstrate your enthusiasm for its application in contact centres. Be ready to discuss any relevant projects or ideas you have about how AI can enhance resource planning and operational efficiency.
