Resource Planning Analyst

Resource Planning Analyst

Hybrid, required to attend the office 1-2 days per week

Full time - Permanent - Monday-Friday, 37.5 hours per week.

Salary - Competitive, plus basic Serco benefits.

Key Purpose:

The Resource Planning Analyst is a highly motivated individual who possesses an understanding of Contact Centre dynamics, has plenty of personal drive, takes a proactive and responsible approach to their work and can manage their time/workload effectively, in order to meet demanding deadlines.

The role is responsible for:

• Supporting the design & development of standard performance packs models to support various business areas in the delivery of performance targets. (Forecast models, Capacity Plans, Schedule Release Packs, RAP Packs, and Planning Packs etc.)
• Forecast through various methodologies, using the data available, any necessary volume and AHT requirements
• Creation and accountability of monthly, weekly, daily and interval level forecasting for all Departments ensuring variances are within tolerance.
• Influencing and guiding senior managers across the business to assist with delivery and performance through detailed analysis and reporting.
• Maximise the use of workforce management tool across all contracts and ensure all relevant processes are adhered to. 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).
• Ownership of all staff schedules; the build, running and publication of such, along with an understanding of shift balances.
• Continuously working to improve the staffing schedule through shift reviews to optimise performance across a variety of contracts with their own unique grades of service.
• Control and upkeep of internal trackers to ensure staffing information is consistent across all platforms.
• Maintaining strong relationships with the intraday teams.
• 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 and to agree actions.
• 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

Main Accountabilities:

• Monitor and understand contract demand against skill supply.
• Manage the Teleopti / Time 2 Work WFM systems.
• Liaises effectively with colleagues to ensure the Outperform Solutions team deliverables are achieved.
• Production of BAU reports with 100% accuracy, quality checking offering full support to the team
• Owns and produces a suite of Performance Packs with 100% accuracy and quality.
• Production of ad-hoc requests.
• Ensure that all security / Data Protection rules are followed.
• Maintenance of all Mailboxes & OWL within timescales and agreed guidelines.
• Ensure packs and outputs meet requirements and they add value. Make recommendations to help improve performance.
• Ability to manage own workload, prioritise and proactively set expectations to key Stakeholders
• Ability to communicate with most levels of internal management & analysts, Client and Serco Operations on a professional level.
• Report on operational processes and resource utilisation to help achieve required service levels.
• Contribution to the on-going development of the Outperform Solutions team, ensuring best practice is followed.
• Be an ambassador for Outperform Solutions Team
• To become Trusted Partner of Operational Managers and other work-stream areas both when called upon and in a proactive manner.
• Build relationships with senior management, clients and own teams, to the highest standards of integrity and professionalism.
• Be proactive in highlighting opportunities to improve performance in all areas of the Operation - reduce costs, improve service levels.
• Ability to manage workloads, prioritise and proactively set expectations to key Stakeholders.

What you will need for the role:

• Good working Knowledge of planning principles and various methodologies such as Erlang, Workload, Shrinkage along with Microsoft Office skills
• Ability to manage workloads, prioritise and proactively set expectations to key Stakeholders.
• Analytical thinking and the ability to provide cost effective and value add recommendations.
• Excellent Communication and Organisational skills.
• Understanding of Business Processes and Contact Centre metrics.

What we offer:

• Salary:Competitive salaries with annual reviews.
• Pension:Up to 6% contributory pension scheme.
• Holidays:25days' annual leave plus bank holidays.
• Training and development:We offer a wide range of learning opportunitieswith over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Wellbeing:24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
• Discounts:Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• ShareSave scheme:Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
• Employee networks:Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
• Charity:Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.