Job details

Resource Planning Analyst

Job reference: 002438

Closing date: 14/02/2019

Salary: Up to £28000

Department: Contact Centre

Hours per week: 36.17

An opportunity has arisen for a highly organised and analytical Resource Planning Analyst to join our Contact Centre here at N Brown, to produce accurate resource plans to support our customers across all our brands, namely Simply Be, Jacamo and JD Williams.

As a Resource Planning Analyst, you will work closely you will work closely your internal stakeholders and our Outsource Partners tracking how many advisors we have, deliver the right staffing levels for the business, recommend where to place recruitment and what shifts we need to be available for when our customers’ need us; this role will look to optimise resource and enhance the service experience of our customers through the provision of realistic and cost effective staffing plans.

Responsibilities as a Resource Planning Analyst:

  • Working with Microsoft Excel, and inhouse programmes, to track and amend headcount, generate schedules and determine optimum holiday allowances
  • Ensure all future exceptions are logged within relevant systems and all employee settings are accurate
  • Produce accurate reports, demand forecasts and schedules
  • Ensure all senior managers are updated with our latest staffing views for the coming weeks
  • Track future recruitment and attrition, compare with requirements and make relevant recommendations
  • Lead the weekly resource meetings with in-house teams and outsource partners.
  • Supervise the delivery of regular and ad-hoc actions delegated to outsource partner contacts
  • Establish and maintain regular meetings with Managers/additional stakeholders to review schedule accuracy and adherence, with an aim to drive improvement
  • Produce weekly PowerPoint presentation for planning meetings

Skills and experience:

  • Previous experience within a similar contact centre role
  • A strong understanding of Microsoft Excel with a focus on building calculations and using functions
  • Keen eye for detail and accuracy
  • Excellent written and verbal communication skills
  • The ability to confidently communicate scheduling and planning concepts to operational staff
  • The ability to present ideas articulately and to influence colleagues to accept those ideas
  • Experience of dealing accurately and sensitively with employee information
  • Previous experience of scheduling within a contact centre is desirable
  • Good working knowledge of how contact centres flow is desirable

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.


The closing date for this job has now passed.