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- Tasks: Forecast, plan, and schedule for a busy contact centre to optimise service delivery.
- Company: Join UW, a forward-thinking company revolutionising utilities with a people-first approach.
- Benefits: Competitive salary, hybrid working, share options, and extensive employee discounts.
- Why this job: Make a real impact in a dynamic environment while developing your career.
- Qualifications: Experience in resource planning and strong analytical skills are essential.
- Other info: Enjoy a supportive culture with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Contract Employment Status: FTC - Full-Time
Location: London, Colindale (Hybrid)
Term: 12 month Fixed Term Contract
The Resource Planning department performs many essential roles in the day-to-day and future running of the busy call centre - from understanding contact demand and business sizing three years out, right down to the on-day delivery of the plan. As an Analyst within the Resource Planning team, you will be responsible for the forecasting, planning, and scheduling of several workstreams. You will ensure the business plans effectively to achieve its targets and that any risks or opportunities are highlighted well in advance.
Requirements:
- Proven experience in forecasting and resource planning for a contact centre/call centre (ideally multi-channel operations - Voice, Email, Chat/Messaging).
- Highly numerical with experience in analysing large, complex datasets to identify trends and patterns.
- Strong communication skills with the ability to engage comfortably with stakeholders at all levels of the business.
- Strong Excel and G-Sheet skills are highly desirable.
- Expert knowledge of WFM methodologies (ideally NICE or Genesys) and ACD tools (ideally Genesys).
- Nice to have: Experience in a planning role that involved heavy collaboration with a BPO/Outsourcer.
- Experience planning for Back Office areas.
- Capacity planning.
What you’ll do and how you will make an impact:
- Forecasting: Maintain and further develop detailed forecasts ranging from +3 years out down to interval-level projections. Ensure that all emerging trends are identified and understood, and that all change and marketing activities are assessed and reflected.
- Capacity Planning: Maintain detailed capacity plans, ensuring that agreed shrinkage and performance targets are reflected, current FTE actuals are accurate, and all future requirements are accounted for.
- Scheduling: Utilise the latest forecasts to ensure "best fit" scheduling of FTE to achieve the best possible service levels for our customers. As part of this, you will own the scheduling of team and business events.
- Stakeholder Management: Act as the primary point of contact for RP-related queries within your business units. You will meet with them weekly and monthly to discuss upcoming plans, facilitate decision-making, and analyse the impacts of potential resolutions.
- Performance Review: Review performance against previous plans to enhance future planning. Work closely with the Service Delivery Team to understand where scheduling was successful and where reactive action was taken to constantly improve the scheduling approach.
- Ad-hoc Analysis: Undertake data analysis as requested by operational departments and the Resource Planning Manager.
Benefits:
- An industry benchmarked salary.
- Share Options and a Save as You Earn scheme.
- Hybrid working, with 2 days in the office.
- Electric Car salary sacrifice scheme through Tusker.
- Discount on our services and you get our coveted Cashback Card for free.
- Access to 100s of rewards and discounts through Perkbox.
- A matched contribution pension scheme and life assurance up to 4x your salary.
- Access to free mortgage advice and a financial wellbeing tool.
- Family-friendly policies, designed to help you and your family thrive.
- Discounted private health insurance, access to an Employee Assistance line and a free Virtual GP.
- Our wellbeing app Unmind supports your mental health.
- Belonging groups that help UW shape an even more inclusive future.
- A commitment to helping you develop your career journey through learning, coaching and new experiences.
Resource Planning Analyst in England employer: Utility Warehouse
Contact Detail:
Utility Warehouse Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resource Planning Analyst in England
✨Tip Number 1
Network like a pro! Reach out to current employees at UW on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Resource Planning Analyst role.
✨Tip Number 2
Prepare for the interview by brushing up on your Excel and G-Sheet skills. Be ready to showcase how you can analyse complex datasets and identify trends, as this is key for the role.
✨Tip Number 3
Show off your stakeholder management skills! Think of examples where you've successfully communicated with different levels of a business. This will demonstrate your ability to engage effectively with the team at UW.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the UW family.
We think you need these skills to ace Resource Planning Analyst in England
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Resource Planning Analyst role. Highlight your experience in forecasting and resource planning, especially in contact centres. We want to see how your skills match what we're looking for!
Show Off Your Numbers: Since this role is highly numerical, don’t shy away from showcasing your analytical skills. Include examples of how you've worked with large datasets and identified trends. We love seeing those numbers in action!
Communicate Clearly: Strong communication skills are key for this position. When writing your application, make sure to express your ability to engage with stakeholders at all levels. We want to know how you can make complex information easy to understand!
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 get all the updates directly from us. Plus, it’s super easy!
How to prepare for a job interview at Utility Warehouse
✨Know Your Numbers
As a Resource Planning Analyst, you'll be dealing with complex datasets. Brush up on your numerical skills and be ready to discuss how you've used data analysis in past roles. Prepare examples of trends you've identified and how they impacted planning.
✨Master the Tools
Familiarise yourself with WFM methodologies and tools like NICE or Genesys. If you have experience with Excel and G-Sheets, be prepared to showcase your skills. You might even be asked to solve a problem on the spot, so practice using these tools beforehand.
✨Engage Stakeholders
Strong communication is key in this role. Think about how you've successfully engaged with stakeholders in previous positions. Be ready to share specific examples of how you facilitated decision-making and managed queries effectively.
✨Show Your Strategic Thinking
The role involves forecasting and capacity planning, so demonstrate your strategic mindset. Discuss how you've maintained forecasts and capacity plans in the past, and be prepared to talk about how you adapt to changing circumstances and emerging trends.
