Resource Planning Analyst

Salary: Competitive (dependent upon skills and experience) Location: L33 7RX At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone. We are currently recruiting for a Resource Planning Analyst to join our Contact Centres and Complex Case Management, OutPerform Solutions Team in Liverpool. About the Role: The key element of your role is to help with the design & development of standard performance packs models for various business areas in the delivery of performance targets. (Forecast models, Capacity Plans, Schedule Release Packs, RAP Packs, and Planning Packs etc.) You will create and manage for monthly, weekly, daily and interval level forecasting for all departments ensuring variances are within tolerance. You will also be required to maximise the use of workforce management tool across all contracts and ensure all relevant processes are followed. You will administrate the workforce management tool to manage and keep all relevant information up-to-date (Agent Date, Org Structure, Work rules, Holiday Management Information etc). Other duties include: Identifying and reporting service deviations and make recommendations to improve future performance Maintain regular communication with all stakeholders in area of expertise providing regular business commentary. Conduct Regular Planning meetings to deliver recommendations Design, deliver and review a suite of accurate reports in collaboration with all interested stakeholders on a daily, weekly monthly and ad-hoc basis Monitor day to day call patterns, staffing levels and adherence Completion of Operational requests (OWL's, emails etc) within SLA's Ability to manage workloads, prioritise and proactively set expectations to key Stakeholders. Skills and Experience : If you are a highly motivated individual who possesses an understanding of Contact Centre dynamics, has plenty of personal drive, takes a proactive, professional approach to their work and is able to manage their time/workload effectively, in order to meet demanding deadlines, then we want to hear from you We do ask that you have good working knowledge of planning principles and various methodologies like Erlang, Workload, Shrinkage etc as well as Business Processes and Contact Centre metrics. Knowledge of TeleOpti / Genesys / Nice IEX Workforce Management. would beneficial. Due to the nature of the role you should have a good Microsoft Office skills, particularly advanced in Microsoft Excel Benefits: Our success is a reflection of our people and that is why it's important that we reward our employees, to say thanks for your commitment One of the ways we do this is by providing a wide range of core and voluntary employee benefits to help employees do more with their money. With this role you will be rewarded with an attractive salary, 25 days annual leave plus bank holidays, a contributory pension scheme (matched up to 6%), training & development opportunities, and as a valued employee you will have access to a world of exclusive discounts and privileges including Cycle to Work scheme, Mobile Phone discounts, Merlin Attractions and more What to do next… If you are interested in applying for this great opportunity to join our, high-performing, friendly and helpful team; where you will benefit from a wealth of knowledge and expertise, then please apply now and upload an up to date copy of your CV and cover letter. On occasion we receive significantly more applicants than expected for some vacancies and under such circumstances we reserve the right to bring forward the closing date of the advertisement. We therefore strongly advise you to apply for the role promptly to avoid disappointment should the closing date be brought forward. Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000. This job was originally posted as www.cwjobs.co.uk/job/89903375