Resource Planning Analyst

Vacancy posted: Tuesday, 20 September 2016

Salary: 25,000
Location: Glasgow

Job ref. no.: RPA/SR/001

OE Group are currently working in partnership with one of Glasgow’s newest contact centre’s and are delighted to announce that we are now seeking applications from experienced Resource Planning Analysts.

Key Deliverables

  • Forecast inbound multi-channel demand and provide staffing requirements
  • Ensure delivery of outbound FTE requirement
  • Develop and maintain effective FTE and shrinkage tracking tools including a standardised planning document
  • Produce and maintain Agent schedules in line with current forecasts or client requirements
  • Optimise and maintain the Work Force Management system including holiday process management
  • Deliver staffing plan within allocated budgets

Experience/Knowledge

  • Relevant planning experience within contact centre industry, preferably outsourced
  • Strong understanding of WFM solutions and proven experience of optimising and maintaining these
  • Understanding of planning principles from longer-range planning to interval based scheduling
  • Experience of implementing new planning processes and tools
  • Understanding of WFM links to telephony platforms

Skills/Abilities

  • Excellent analytical skills with the ability to effectively present recommendations and insight
  • Highly proficient with Microsoft Office tools, particularly Excel
  • Ability to analyse staffing requirements and take immediate actions to resolve issues
  • Takes accountability and is a confident decision-maker
  • Builds strong relationships with both internal and external stakeholders
  • Will demonstrate innovation, will challenge the norm and finds creative solutions to problems

s1 says:

This job is new this week. Get your application in now to be included in the first week's applications.Apply now
Contact Name Stephen Rafferty
Telephone 0141 648 0999

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