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Resource & Planning Analyst

Employer
Succeed Recruitment Solutions
Location
Chorley, Lancashire
Salary
£18,500 plus excellent benefits
Closing date
17 Nov 2021

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Sector
Travel Agency
Hours
Full Time
Contract Type
Permanent
Job function
Operations
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Job Details

We have a brand new opportunity for an experience Resource & Planning Analyst to join a multi-award winning travel organisation based in Chorley.

Reporting to the Operations Manager, the successful candidate will be responsible for constantly monitoring and proposing effective shift patterns to match business requirements, optimising performance of all Customer Centre teams and maximising agent satisfaction by providing flexible options.

Previous experience in a similar resource and planning role is essential for the position, along with good knowledge of Workforce Management tools. In return, out client can offer a competitive salary plus excellent benefits, so if this role is of interest to you, please contact us today for a confidential chat, or apply online

Role of Resource & Planning Analyst:

  • Accurately prepare forecasts and budgets for call & non-call workloads and resource.
  • To constantly monitor and propose effective shift patterns to match business requirements, optimising performance of all Customer Centre teams and maximising agent satisfaction by providing flexible options
  • Identify resource gaps by pro-actively managing changes to shift patterns to deliver improved customer service
  • Analyse productivity of contact centre agents, identifying areas of improvement and providing solutions to the contact centre management team
  • Pro-actively manage ad hoc events which impact resource such as peak trading periods and communicating planned resource/requirements to the wider management team.
  • To be aware of and record business, resource and seasonal changes, making appropriate resource plans for expected changes in profile and workloads, reporting on expected and experienced results.
  • To deliver effective & accurate reports detailing key performance indicators and commentary relating to workforce and shift performance
  • Ensuring that optimum service levels are achieved within the contact centre on a monthly, daily and intra-day basis in order to drive up service level consistency performance.
  • Real Time Analysis on a daily basis to ensure employee schedule adherence and management and tracking of off phone tasks.
  • Accurate collation of all core and non-core activities on a real-time basis to ensure up to date intra-day forecasts and accuracy in shrinkage calculations.
  • Reporting performance to management, to enable them to make timely decisions about planned offline activities and outages
  • Recognise and highlight any live issues that may be impacting customers and consequently driving contact volumes
  • Tracks holiday schedules, shift change requests, and monitors new-employees, holiday and seasonal shift needs.

Skills require for the role:

  • Good knowledge of Workforce Management tools.
  • An in-depth understanding of manual forecasting methods and formulas.
  • Strong communication, collaboration and influencing skills to work at all levels from senior management to agent.
  • Updates and maintains scheduling database with current information.
  • Ensuring that optimum service levels are achieved within the contact centre on a monthly, daily and intra-day basis in order to drive up service level consistency performance.
  • Accurate collation of all core and non-core activities on a real-time basis to ensure up to date intra-day forecasts and accuracy in shrinkage calculations.

If you’re interested in learning more about this Resource & Planning Analyst role, please contact Succeed Recruitment Solutions or press the apply online button now!

Not for you? Then please visit our website to view the other exciting roles we have available; www.succeed-recruitment.com

Succeed Recruitment Solutions - for the best Travel jobs, Multilingual jobs and Contact Centre jobs.

Company

Succeed Recruitment Solutions is a specialist recruitment consultancy dealing with roles across the travel sector, including Airline, Business Travel, Cruise, Conference & Events, Contact Centre, Hotel/Hospitality, Homeworking, Leisure Travel, Multilingual, Retail Travel, Tour Operations & Travel Technology.

We partner with some of UK’s leading organisations, recruiting from entry level right up to senior management positions. Whether you’re a candidate looking for an exciting career opportunity or a client looking to fill an urgent vacancy, we’re with you every step of the way.

We’re renowned for the highly personal service we offer and have a singular aim for clients and candidates – success!

If you want to speak to people who will take time to understand exactly what you’re looking for and are prepared to go just that little bit further to help you achieve success - you’re in the right place! At Succeed, we place huge emphasis on finding roles which will not only match your skill set but will offer you the working environment and career potential you deserve. 

We enjoy excellent relationships with our clients and want to spend time getting to know you so that we’re able to confidently recommend you to them and them to you. By taking the time to do this, we can be sure the fit will be a good one. We also understand how important feedback is to our candidates and will always provide this following an interview or assessment day – we know only too well that there’s nothing worse than being left in the dark after all your hard work and preparation! 

To find out more about how we can help, or to view our current vacancies, please visit our website; www.succeed-recruitment.com or call us on 0161 408 0357 / 0358 for a confidential chat. We look forward to hearing from you!

Find Us
Website:
Telephone
0161 408 0357 / 0358
Location
Peter House, Oxford St
Manchester
Greater Manchester
M1 5AN
GB
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