Resource Planning Analyst – SC/16284
Resource Planning Analyst – SC/16284

Resource Planning Analyst – SC/16284

Liverpool Full-Time 36000 - 60000 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Manage forecasts and schedules for our Contact Centres to enhance customer experience.
  • Company: Join a dynamic organisation focused on delivering exceptional service across multiple channels.
  • Benefits: Enjoy flexible shifts, professional development opportunities, and a collaborative work environment.
  • Why this job: Be part of a strategic team that drives performance and improves customer satisfaction.
  • Qualifications: Experience in scheduling and resource planning, strong analytical skills, and proficiency in Excel required.
  • Other info: Shift work includes evenings and weekends; ideal for those seeking a challenging yet rewarding role.

The predicted salary is between 36000 - 60000 £ per year.

Shifts: Shift work Mon-Fri 8am – 8pm and Sat 9am – 5pm

The Resource Planning Analyst will be responsible for the end to end process of creating, maintaining and maximizing the forecasts and schedules for our front line agents across our Multi site, multi-channel Contact Centres and will help deliver an exceptional, cost effective experience to our customers. Delivering the resource planning cycle is key to the strategic vision of the organization and the Resource Planning Analyst will need to support all 3 key areas (forecasting, Scheduling/Realtime).

Key Responsibilities

  1. Implementing forecasts and headcount models into operational reality, taking into account shrinkage trends and seasonality.
  2. Update/maintain the baseline contact volume and forecasts; provide variance reports summaries.
  3. Forecasted Intraday planning in order to provide accurate staffing schedules to meet demand, across blended inbound and outbound teams combined with multi-channel requirements.
  4. Develop/update/maintain capacity plans, with a medium to long term view on recruitment and training requirements.
  5. Prepare full end-to-end demand modelling in Excel, without the use of forecasting software.
  6. Actively challenging the processes and techniques governing the workflow between forecasting, modelling and demand management by identifying areas for improvement based on market leading and proven methodology, communicating recommended resolutions and implementing these.
  7. Influence and guide senior managers across the business to assist with delivery and performance through detailed analysis and reporting.
  8. Production of forecast/scheduling sign off packs for the Operation to include decision making.
  9. Scheduling of holidays, sickness and investment time (1-1’s, coaching, training schedules etc).
  10. Document schedule efficiency weekly to track changes pre and post real time handover up to 6 weeks out.
  11. Analyze reports produced within the WFM tool and ACD system to understand on the day performance and the delivery of the resourcing plan, feeding back and suggesting improvements.
  12. Support the real time management of the Contact Centre’s by monitoring Inbound and Outbound performance and engaging with Ops Managers and team managers to drive performance and schedule adherence.

Skills & Experience:

  1. Proven experience of Scheduling and Capacity/resource planning.
  2. Problem solving and analytic skills.
  3. Accuracy and attention to detail.
  4. Strong organisational and time management skills.
  5. Ability to communicate in a professional and effective manner at all levels in the business.
  6. Excellent team player with strong influencing skills.
  7. Ability to work under pressure.
  8. Excellent understanding of Microsoft, inclusive of Word, PowerPoint, Outlook.
  9. Strong Excel skills.
  10. Good understanding of OFCOM, FCA and other Regulatory Bodies.
  11. Experience of SAS, SQL – desirable.

Please note, should you not receive feedback within 28 days, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.

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Resource Planning Analyst – SC/16284 employer: Thomas Cook

As a Resource Planning Analyst at our dynamic multi-site Contact Centres, you will thrive in a supportive work culture that prioritises employee growth and development. We offer flexible shift patterns, competitive benefits, and a collaborative environment where your analytical skills will directly impact our customer experience and operational efficiency. Join us to be part of a forward-thinking team that values innovation and continuous improvement.
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Contact Detail:

Thomas Cook Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Resource Planning Analyst – SC/16284

Tip Number 1

Familiarise yourself with the key responsibilities of the Resource Planning Analyst role. Understanding the intricacies of forecasting, scheduling, and real-time management will help you speak confidently about your relevant experience during any discussions.

Tip Number 2

Brush up on your Excel skills, especially in creating capacity plans and demand modelling. Being able to demonstrate your proficiency in Excel during interviews can set you apart from other candidates.

Tip Number 3

Network with professionals in resource planning or contact centre management. Engaging with industry peers can provide insights into best practices and may even lead to referrals for the position.

Tip Number 4

Prepare to discuss how you've previously influenced senior managers through data analysis. Highlighting your ability to communicate effectively and drive performance improvements will resonate well with the hiring team.

We think you need these skills to ace Resource Planning Analyst – SC/16284

Forecasting
Scheduling
Capacity Planning
Analytical Skills
Attention to Detail
Problem-Solving Skills
Time Management
Communication Skills
Influencing Skills
Team Collaboration
Microsoft Excel
Microsoft Word
Microsoft PowerPoint
Understanding of OFCOM and FCA Regulations
SAS
SQL

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights relevant experience in resource planning, scheduling, and capacity management. Use specific examples that demonstrate your problem-solving skills and attention to detail.

Craft a Compelling Cover Letter: In your cover letter, explain why you are interested in the Resource Planning Analyst position. Mention how your skills align with the key responsibilities outlined in the job description, particularly your experience with forecasting and scheduling.

Showcase Technical Skills: Emphasise your proficiency in Microsoft Excel and any experience with SAS or SQL. Provide examples of how you've used these tools in previous roles to support your resource planning efforts.

Prepare for Potential Questions: Anticipate questions related to your analytical skills and ability to work under pressure. Be ready to discuss specific instances where you've successfully managed scheduling challenges or improved processes in a previous role.

How to prepare for a job interview at Thomas Cook

Showcase Your Analytical Skills

As a Resource Planning Analyst, you'll need to demonstrate your problem-solving and analytical skills. Be prepared to discuss specific examples from your past experience where you've successfully implemented forecasts or improved scheduling processes.

Familiarise Yourself with Key Tools

Make sure you have a solid understanding of Excel, as well as any other relevant tools like SAS or SQL. During the interview, mention how you've used these tools in previous roles to manage capacity planning or analyse data effectively.

Communicate Clearly and Professionally

Since the role involves influencing senior managers and collaborating with various teams, practice articulating your thoughts clearly. Use examples that highlight your ability to communicate complex information in an understandable way.

Prepare for Scenario-Based Questions

Expect questions that assess your ability to handle real-time management scenarios. Think about how you would approach staffing challenges or unexpected changes in demand, and be ready to explain your thought process.

Resource Planning Analyst – SC/16284
Thomas Cook
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