Tactical Planning Analyst (Fixed Term)

TN United Kingdom; Glasgow; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen Tactical Planning Analyst, um die Planung und Leistung in einem modernen Kontaktzentrum zu optimieren. In dieser spannenden Rolle unterstützen Sie die Planungsteams, indem Sie Zeitpläne erstellen, Leistungsdaten analysieren und enge Beziehungen zu Führungskräften pflegen. Ihre analytischen Fähigkeiten und Ihr organisatorisches Talent werden dazu beitragen, die Effizienz und Kundenerfahrung zu steigern. Mit einem hybriden Arbeitsmodell und attraktiven Zusatzleistungen bietet diese Position eine großartige Gelegenheit für Fachkräfte, die in einem dynamischen Umfeld arbeiten möchten.

Benefits

Leistungsabhängiger Bonus

Flexibles Arbeitsmodell

Private Krankenversicherung

Lebensversicherung

Einkommensschutz

Mobilpaket und unbegrenzte SIM

Zusätzliche Wohlfühl- und Entwicklungsleistungen

Qualifications

• Starke Planungs-, Organisations- und analytische Fähigkeiten erforderlich.
• Selbstmotiviert mit hervorragenden Kommunikationsfähigkeiten.

Responsibilities

• Erstellen von Zeitplänen für interne Teams und Identifizieren von Verbesserungsmöglichkeiten.
• Zusammenarbeiten mit Offshore-Teams zur Leistungsplanung.

Skills

Planungs- und Organisationsfähigkeiten

Analytische Fähigkeiten

Problem-Lösungsfähigkeiten

Kommunikationsfähigkeiten

Education

Erfahrung in der Planung oder RTA-Umgebung

Kenntnisse in MS Office (insbesondere Excel und PowerPoint)

Verständnis von Callcenter-Metriken

Tools

Genesys WFM

Job description

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Tactical Planning Analyst (Fixed Term), Glasgow

Client:

Three UK

Location:

Glasgow, United Kingdom

Job Category:

Logistics

EU work permit required:

Yes

Job Reference:

3ad82c81df9c

Job Views:

12

Posted:

29.04.2025

Expiry Date:

13.06.2025

Job Description:

The Tactical Planning Analyst will support the production and delivery of scheduling and tactical planning across our inhouse contact centre to help deliver on Contact Centre KPI’s. Supporting UK planning and Partner Management teams to drive the right level of performance, efficiency, and customer experience. This role involves regular daily activities as well as ad hoc tasks driven by operational challenges or opportunities.

Responsibilities include:

• Producing schedules for inhouse teams, managing shrinkage, and identifying opportunities for performance improvements.
• Maintaining relationships with Operations Managers and Team Leaders.
• Managing shrinkage and auditing offline time.
• Creating long-term schedules, weekly performance outlooks, and analyzing performance data.
• Managing Genesys WFM Admin for onshore teams and handling requests via Outlook.
• Collaborating with offshore teams for performance planning.
• Developing and delivering analysis to stakeholders, ensuring effective communication.
• Improving workflows and attending meetings with various teams.

Qualifications:

• Strong planning, organizational, and analytical skills. Experience in scheduling or RTA environments is desirable.
• Proficiency in MS Office, especially Excel and PowerPoint; knowledge of Workforce Management systems like Genesys WFM is a plus.
• Self-motivated with excellent communication skills and attention to detail.
• Problem-solving abilities and the capacity to work independently and collaboratively.
• Good understanding of call center metrics and systems.

Additional Benefits:

• Performance-based bonus and flexible allowance.
• Hybrid working model (home and office).
• Annual leave, bank holidays, and personal days.
• Private Medical Insurance, Life Assurance, Income Protection.
• Mobile package and unlimited SIM.
• Additional wellbeing and development benefits.

We value diversity and are committed to equality. We welcome applicants of all backgrounds and abilities, and support reasonable adjustments during the interview process.