Resource Planning & Scheduling Analyst

Position: Resource Planning & Scheduling Analyst
Resource Planning & Scheduling Analyst

Derbyshire| Full time Onsite (Mon – Fri) | £32,000–£36,000 + Package

Are you an experienced contact centre Resource Planner or Scheduler with hands on experience using a WFM tool and the ability to influence and protect operational performance and Service Levels by proactively optimising schedules, adjusting staffing profiles and maintaining effective resource plans? If so, this is a first-class opportunity to join an established Resource Planning team.

The role is fully onsite (Mon – Fri) and provides a competitive base salary of £32’000 - £36’000 (depending on experience) and broad benefits package.

What You’ll Do

* Own and manage the short-term resource planning cycle (> 8 weeks)

* Verify the demand forecast prior to creating a rolling schedule pattern that you’ll optimise regularly to cater for local changes, events and alterations in expected demand

* Effectively manage ‘off-line’ activities to ensure optimal resource availability

* Analysis performance trends to adjust forecast accuracy and schedule optimisation

* Optimise and improve the use of the WFM platform

* Spot trends and risks to improve future planning.

* Influence stakeholders in best practice planning processes

What We’re Looking For

* Experience with in a contact centre Resource Planning or Workforce Planning team

* Strong knowledge of creating, releasing and optimising staff schedules

* Hands-on use of a leading WFM platform ( NICE, Verint, Calabrio, Alvaria)

* Competent Excel & analytical skills

* Proactive relationship building and stakeholder engagement abilities

* A proactive mindset with a focus on continuous improvement.

What You’ll Get

* Competitive salary

* Broad Benefits Programme

* Superb coaching, mentoring and support

* Onsite Parking

Ready to apply or learn more? Please contact us as directed