Resource Planning Analyst

£25500 - £28000 per annum, Benefits: Flexible hybrid working, generous and increasing annual leave, fantastic government pension, various travel and retail discounts, family friendly policies.
Oxford
Oxfordshire
Permanent
WFM
BH-3549-TCOA
CCP has passionately supported candidates with ‘customer contact’ job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they’re looking for talented, culturally aligned people to join their business.

Are you an ambitious and dedicated Resource Planning Analyst seeking an exciting opportunity?
Are you keen to develop and be part of a journey supporting a busy contact centre?

CCP are delighted to be supporting a new client with their appointment of a Resource Planning Analyst on a full-time basis. You will play an integral role on determining resource and capacity requirements for operational teams ensuring that shifts are aligned to customer demand. Working within this Customer Service Centre (CSC), you will provide analytical support to better serve their customers, understand trends/behaviours, and effectively plan to deliver an excellent associate and customer experience.

The successful Resource Planning Analyst will be responsible for the effective forecasting, scheduling, and real time activity of over 100 customer service advisors. The CSC provides a first point of contact for all customer enquiries across a range of services and channels including phone, email, social media, and face to face. The vision is to provide operational excellence in customer service building trust, confidence, and respect in everything they offer.

Responsibilities:
  • Collaboratively delivery forecasts and scheduling support across a multichannel customer service centre.
  • Provide reports and make appropriate recommendations, including Management Information, headcount, FTE levels and budgets.
  • Undertake real time monitoring of all contact channels, making suitable changes to optimise performance and meeting SLA’s.
  • Accurate data interpretation from various sources and services, presenting complex information into actionable insights.
  • Determine contact volume trends, service activity and resource availability to forecast required staffing levels.
  • Prepare forecasts for call and non-call workloads and resource, providing updates to enable true optimisation.
  • Be aware of business, resource, and seasonal changes, making appropriate resource plans for expected changes.
  • Facilitate smooth communication and transition, maintaining and communicating an accurate record of changes and their impact.
  • Monitor and propose effective shifts patterns to match business requirements, optimising performance and maximising customer and advisor satisfaction.
  • Prepare and attend appraisals, taking responsibility for personal development and training.
 Skills, Experience and Criteria:
  • Relevant appropriate professional qualification, or experience in medium/large customer service environment.
  • Knowledge and experience working in a contact centre environment.
  • IT skills including PowerPoint, Excel, Power BI, MS Forms, Power Automate and Office.
  • Demonstrate knowledge of forecasting, monitoring, and reporting in a resource planning role.
  • Skills in using Workforce Management tools or Excel for modelling.
  • Numerate and analytical, with the ability to identify areas of improvement.
  • Flexible and resilient and open minded to learn new skills.
Benefits:
  • Flexible hybrid working model.
  • Generous annual leave which increases with service (up to 30 days).
  • Option to buy additional holiday.
  • Local Government Pension Scheme up to nearly 20%.
  • Various retail and travel discounts.
  • Enhanced family friendly policies.
  • Cycle to work scheme.
  • Relocation expenses.
  • Continuing professional development.

Apply today to be considered for this exciting role as a Resource Planning Analyst role. This is a fantastic opportunity to join a wonderful organisation built on growth, equality, and integrity. For more information, contact Tim Campion on 0208 989 7779 or email tim@ccprecruitment.com.

CCP are proud to support many of the world’s best brands, helping them source talent, embrace diversity and build inclusive workplaces. To be considered for this role please apply using the link below, suitable candidates will be contacted in due course.

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