Resource Planning Analyst

Job Reference : NRD-MAN-CCX-01243
Closing Date : 24/02/2017
Salary : £24,000 plus benefits
Department : Contact Centre
Hours Per week : 36.17

We have a fantastic opportunity to join a dynamic resource planning team.  You’ll have a keen eye for detail and accuracy along with good working knowledge of how contact centres flow, and what makes up an advisors time each week.

A key part of your role will be keeping track of how many advisors we have, recommending when to recruit new staff, and where to place their shifts to be available for when our customers’ need us.

There’s the opportunity to become an expert user of our industry-leading workforce management software, NICE WFM, and using it as the basis for building resource models.  Giving clarity to and understanding how our advisor shifts fit against the requirement.

We’re a small team who support each other to keep the work balanced, using all the tools we have to get the job done quickly and effectively, so you’ll have experience using Microsoft Excel and have a good understanding of building calculations and using functions.

As we share the work as much as we can, you’ll understand the importance of proactively keeping process documents up to date.  This underpins our ethos of working together to deliver a service to our c.1000 head estate, be that within our in-house teams or multi-outsourcer/site estate, in the UK and international locations.

It’s not all about being buried in spreadsheets though!  You’ll be talking to our outsource partners making sure that they’re working to the right plans and keeping our senior managers updated with our latest staffing views for the coming weeks.

In addition, to working within a supportive team culture with a competitive salary you’ll also enjoy:

  • 24 days holiday (plus Bank Holidays) or equivalent to contracted hours.
  • Generous Staff Discount – on all our ranges including fashion, furniture, electrical appliances, toys and much more.
  • Annual profit share scheme.
  • Contributory pension scheme.

If this sounds like the role for you, apply today with your current CV.

Employees in our business may have access to our customers’ personal data therefore for a number of our roles, offers of employment are subject to a satisfactory criminal record check.

Having a criminal record will not necessarily prevent an individual from obtaining a position with N Brown Group / JD Williams