Work Force Planner

Reference:
15580
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Salary:
Per Annum

Job description

Job Title:  Planning Analyst - Work Force Planner

 

Department: In Life

 

You are required to maintain ethical standards in accordance with Policies and the Company's Compliance Guidelines and Policies including Anti-Bribery and all relevant competition law.

 

The role is expected to carry out detailed resource planning and scheduling for the In-Life department within the Contact Centre, developing a frontline resource plan to meet required SLAs, including planning daily shifts. The role will optimise utilisation and availability across all contact forms

Obtain and analyse previous performance data relating to work volumes, productivity levels, staffing availability, and seasonal variances to facilitate informed future forecasting. Make process recommendations to improve adherence, working closely with the contact centre manager and Team Leaders.  Make a key contribution to the long term resource planning (up to 12 months ahead and longer), providing a key input to the annual budgeting process.

Proactively liaise with Sales, Finance and Marketing to identify predicted registration movements or new campaigns, mailings or alteration to customers terms and conditions that will have implications on Service provision. 

Prepare daily, weekly and monthly forecasting and resourcing reporting. Carry out ad-hoc analysis for management use. Support the wider team with their daily/weekly/monthly report production cycle.

Provide support, guidance and technical expertise to the Contact Centre manager on specific planning issues. Support & assist the Customer Service area with real time analytics as required. To cover on the Real Time Focus as and when required.

 

Thank you for your interest in this position. It is with regret that we are unable to respond personally to each individual application due to the high volume of CVs we receive on a daily basis. However, your CV and application for this role will be reviewed by one of our qualified consultants within the next 48 hours. If you do not hear from us within this time period, you have unfortunately been unsuccessful on this occasion.

We hope you will apply for future roles that we advertise regularly on this website. However, to keep up to date with all our recruitment activity, please follow us on Twitter, like us on Facebook and check out our vacancy page on our website.

Smart Moves Recruitment is an Equal Opportunities Employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

 

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Smart Moves
51 Clarendon Road,
Radius House First Floor,
Watford, Hertfordshire,
WD17 1HP

Tel: 01908 308788
Fax: 01908 308780
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