Resource Planning Analyst Job Description Template
Our company is looking for a Resource Planning Analyst to join our team.
Responsibilities:
- Providing help and expertise to all projects that are implemented in the Contact Centre to ensure smooth running from a resource perspective;
- Maintaining and documenting any requests and exceptions, updating schedules and responding to escalated issues;
- Monitoring incoming volumes across all queues to ensure the most appropriate staffing levels are set in a dynamic working environment;
- To analyse historical positive and negative forecast deviations, identifying service level risk and opportunities to achieve further efficiencies;
- Provide detailed analysis for “what if” scenario modelling;
- Management and Ownership of Time-Off Authorisation & Scheduling;
- Share best practice with department and team members;
- Optimise workforce management tool to deliver effective resource plans to the highest level;
- Work with key stakeholders across the business to deliver detailed analysis and reporting;
- Manage the process and provide impact assessment of business changes;
- Running Daily and Weekly Operational Reporting Suites;
- Occasional coverage of Real-Time Duties during planned and unplanned absence within the team;
- Create and develop schedules in workforce management technology looking at shrinkage etc.
Requirements:
- Advanced level of Excel;
- Real-Time experience would be beneficial;
- Excellent communication skills, both written and verbal;
- WFO is preferable but not essential;
- Ability to translate complex data into management information;
- Previous experience of working in a frontline or back-office planning function;
- Ability to negotiate and influence key stakeholders;
- Experience of building & maintaining effective operational reports;
- Experience in using workforce management systems;
- Excellent written and verbal communication skills;
- Experience in contact centre resource planning and scheduling.