Resource Planning Analyst Full Time

City, Derby
MERJE

Resource Planning Analyst

My client is looking for a Resource Planning Analyst for someone to join a fast paced environment for a leading provider of a Contact Centre based services in England.

The Resource Planning Analyst will own the short-term planning cycle (8 weeks to 2 days before live). This role will involve managing shrinkage, negotiating adjustments to plans, and optimising schedules based on supply and demand trends. This position plays a central role in the resource planning lifecycle, contributing significantly to operational efficiency and patient care standards.

The successful candidate will receive a competitive salary and benefits package, comprehensive health benefits (medical, dental, vision), and a retirement savings plan with company match. They will also benefit from flexible work arrangements, including remote work options, and professional development opportunities.

Key Responsibilities:

• Use data, drivers, and forecasts to create tactical and mitigation plans.
• Develop efficient schedules for a variety of channels, including Front Office, Back Office, and Outbound.
• Negotiate offline time with stakeholders and Team Leaders to ensure efficient scheduling and Service Level Agreements (SLAs).
• Influence senior managers and Heads of Department on Tactical Planning activities, providing expert knowledge on working time directives, scheduling best practices, and efficiency opportunities.
• Administer and optimise Workforce Management tools (including NICE and CX One), providing training and support to colleagues.

Knowledge and experience

• Experience working with Workforce Management (WFM) systems, preferably NICE.
• Strong negotiating skills with an ability to influence stakeholders.
• Experience working in a contact centre environment and understanding the Multi-Channel Resource Planning Cycle.
• Proficiency in Excel, with the ability to analyse large volumes of data.
• Experience in contact centre planning.

Capabilities

• Excellent analytical ability and proven experience identifying performance trends.
• Ability to implement planning industry best practices.
• A proactive outlook on feedback to improve service outputs.
• Exceptional people skills and the ability to be a role model.
• Exceptional knowledge of Contact Centre metrics and KPIs.

Benefits

• Competitive salary and benefits package.
• Comprehensive health benefits (medical, dental, vision).
• Retirement savings plan with company match.
• Flexible work arrangements, including remote work options.
• Professional development opportunities.

If you have the required experience and qualifications and are interested in this exciting opportunity, please apply now.

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Applicants must be located and eligible to work in the UK without sponsorship.

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