Resource Planning and Realtime Analyst

Oak Furniture Land Group; United Kingdom; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading furniture retailer is seeking a Resource Planning Analyst to optimize staffing and improve operational efficiency. The successful candidate will work in Swindon, collaborating with various stakeholders and utilizing workforce management tools. Key responsibilities include creating schedules, monitoring real-time performance, and generating analytical reports. Strong experience in resource planning and workforce management systems is essential.

Benefits

Employee discount on products

Life assurance coverage

Additional day off for birthday

25 days holiday

Pension scheme with match

Employee Assistance Programme

Rewards Programme for discounts

Free on-site parking

Qualifications

• Proven experience in resource planning and real-time workforce management in a contact centre.
• Understanding of key performance indicators (KPIs) such as service levels and occupancy.
• Ability to work in a fast-paced environment while maintaining attention to detail.

Responsibilities

• Create and optimize agent schedules based on forecasted demand.
• Monitor real-time performance to ensure service level agreements are met.
• Generate reports on performance metrics and forecasting accuracy.

Skills

Strong communication skills

Resource planning experience

Forecasting and scheduling

Proficiency in Workforce Management systems

Advanced Excel skills

Analytical tools knowledge

Problem-solving skills

Tools

Genesys PureCloud

SQL

Power BI

Google Workspace

Job description

Overview

We are seeking a highly analytical and detail-oriented Resource Planning Analyst to join our Resource Planning and MI team in Swindon. This role is responsible for ensuring optimal staffing levels in our busy customer Call Centre by effectively forecasting, scheduling, capacity planning, and real-time management. The successful candidate will play a key role in supporting operational efficiency and service delivery, leveraging workforce management tools such as Genesys PureCloud to drive data-driven decision-making. This role will be based in our Head Office in Swindon 5 days a week.

Key responsibilities

• Create, maintain, and optimize agent schedules to align with forecasted demand whilebalancing efficiency and employee engagement.
• Ensure scheduling considers operational constraints such as shrinkage, training,meetings, and holidays.
• Monitor and adjust intraday schedules to optimize resource utilization.
• Monitor real-time performance, ensuring service level agreements (SLAs) are metacross all channels.
• Provide real-time insights and communicate actionable recommendations tooperations teams.
• Generate reports on performance metrics, forecasting accuracy, schedule adherence,and occupancy levels.
• Work with technology teams to enhance WFM system capabilities and automationopportunities, with focus on leveraging AI where possible.
• Adhoc activities for the Head of Customer and Marketing Operations and othermembers of the Senior Leadership Team involving the Contact Centre, Marketing and Telesales.

Skills and experience

• Strong communication skills ability to collaborate with stakeholders at all levels.
• Proven experience in resource planning, forecasting, scheduling, and real-time workforce management in a contact centre environment.
• Working knowledge of Google Workspace and Advanced Excel skills and familiarity with SQL, Power BI, or other analytical tools is a plus.
• Proficiency in Workforce Management (WFM) systems; experience with Genesys PureCloud is highly desirable.
• Strong analytical and problem-solving skills, with experience in data analysis and reporting.
• Ability to work in a fast-paced environment, balancing multiple priorities while maintaining attention to detail.
• Understanding of key performance indicators (KPIs) such as service levels, occupancy, adherence, and shrinkage.
• A keen interest in AI technology and implementation in Contact Centres.

Benefits

• Employee discount: amazing discounts available on all Oak Furnitureland products after successful completion of probation
• Life assurance: free cover of a minimum of two times your annual salary up to the age of 65
• Birthday: an additional day off for you to celebrate your birthday
• 25 days holiday
• Pension: 4% employee contribution matched by the company
• Employee Assistance Programme: gives all employees access to both telephone and face-to-face counselling services
• My Rewards Programme: offers discounts on everything from restaurants and supermarkets, to entertainment and holidays
• Free on-site parking