Nottinghamshire,
Capita
Resource and Planning Analyst - Ruddington - up to £25,000About the role
We are currently looking to recruit a Resource Planning Analyst to join our fantastic team in Ruddington.
The successful candidate will be reporting to the Resource and Planning Manager and the role requires a technically proficient candidate to be responsible for delivering accurate short-term/intra-day forecasting with the use of excel, translating forecasts into efficient schedules and producing key contact centre MI.
About Capita | End User Services
Capita End User Services is part of Capita plc, the UK's leading provider of business process management and integrated professional support service solutions, with 68,000 staff across the UK, Europe, South Africa and India.
End User Services' solutions address the 'workplace of the future' and are designed to facilitate the mobility and productivity of employees, irrespective of their location or the device they're using. Enabling smarter use of corporate and personal devices by combining the best blend of devices, security services and productivity applications we improve productivity and user satisfaction.
Our key areas are service management, managed workplace, on demand toolset and service integration and management (SIAM). We understand the technology and processes so we can provide a flexible approach to help achieve the best, end-to-end solution that delivers real, tangible benefits.
What you will do:
Forecasting:
Production of short term forecasts, through to tactical intra-day forecasts at interval level for voice and Back Office teams to enable the building of accurate and cost effective schedules
Manage staff resources in the most cost effective manner, (including holidays, sickness, rota reviews, training rota, managerial rota's and offline time)
Propose new and creative approaches to the forecasting processes using Excel
Own the workforce management system and be the main point of contact for any configuration changes or upgrades to key information aspects for the desk.
Scheduling:
Schedule design - creation and maintenance of best fit, dynamic schedules - considering all skill-sets within agreed publishing window
Effective scheduling and resource planning of all 'off-line' activities ensuring minimal impact Service Levels and KPI's including optimisation of breaks and lunches.
Chair daily/weekly meetings to highlight resource plans for the week ahead Centre clear directions on required changes to eliminate areas of over/under performance.
Flag schedule issues such as; times affected, service level predictions and agent requirements
Production of intraday performance reports, highlighting key insights and action taken to protect service level
Deliver monthly trend reporting and dashboards on occupancy and utilisation, absence, shrinkage, agent productivity and adherence to schedule
Your experience will include:
Proven success in Excel, Resource Planning System and report writing skills
Trend analysis and knowledge of resourcing contact centres
Contact Centre management experience - preferably in an operational context
People management experience at mid to senior level
Confident communicator, who understands their impact on those around them and who has a well tuned awareness of communicating with large and small audiences alike
Experience of WFM technology & methodology, with recent and demonstrable experience in planning, forecasting and resource optimisation within a Contact Centre.
What's in it for you?
At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day's holiday (goes to 25 days after 2 years and 27 days after 5 years), company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.
What we hope you will do next
Help us find out more about you by completing our short application process - click apply now.
Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.
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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.
Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.