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ALD Automotive
,
Bristol, Bristol
Resource Planning Analyst
Overview
Job Description
" The ALD Automotive Customer Service function provides market leading Customer Care and Telesales & Retention capability to ALD Customers, whether Fleet Managers, Drivers or Dealer & Broker Partners. Providing expert Customer Care and Sales for both the ALD brand and for our White Label and Banking Partners, the Customer Service function is crucial to protecting and growing the ALD brand within the UK market. The Customer Service Planning Team are responsible for providing accurate and effective planning support to the Customer Service Leadership team to ensure the delivery of Customer Experience and Commercial performance. As a result of continued growth and a desire to invest in our future we currently seeking an experienced Analyst to join this small but crucial team. Key Purpose \t * To support Operations optimise the customer journey through accurate resource planning methodology & forecasts. \t * Maintaining and developing resource models and tracking adherence to plans to ensure accurate planning metrics are met. Summary of Responsibilities \t * Development and ownership of propensity models to aid understanding of behaviour and contact demand at the various stages of the Customer Lifecycle \t * Ownership of forecasting Customer Demand (calls, emails & webchat) based on propensity model insights, historical trends and future developments to support resource planning and scheduling activities \t * Produce short, medium and long term plans for Operations focusing on both supply and demand drivers \t * Own intra-day scheduling and shrinkage management process through WFM and other available tools to deliver a completed schedule to the Real Time Analyst \t * Supporting operational teams in the process and optimisation of scheduling resource to best match customer demand \t * Undertake 'planned vs actual' analysis including recommendations from the Real Time Analyst to carry out detailed root cause analysis to provide challenge and improve planning accuracy \t * Identify and highlight performance/service risks to Operations \t * Supporting the development of CRM reporting and analysis to understand customer contact reasons and opportunities for simplifying the Customer Experience. \t * Assist in the delivery of change work streams which will require strong working relationships and stakeholder Essential Criteria \t * Driven for Customer Excellence \t * Analytical & Problem Solving ability \t * Good communication skills / Team player \t * Passion for innovation & improvement \t * Proficient in Microsoft Office i.e. Excel & Access to advanced level \t * Strong time management & organisational skills \t * Comfortable working under pressure " Education: Not Specified Employment Type: Permanent