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Resource Planning Analyst

Slater & Gordon (UK) LLP
Job LocationBrunswick Business Park
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Slater and Gordon are a leading consumer law firm which provides a broad range of specialist legal and complementary services. We are undergoing a huge transformation across all areas of the business, with a focus on people and technology, and our mission is to give people easier access to our world class legal services.Due to continued growth we are looking for a number of Resource Planning Analysts to join our Customer Onboarding Team in Liverpool. Here you will be responsible for the end to end process of creating, maintaining and maximizing the forecasts and schedules for our front line agents across our multi-channel Contact Centre’s ensuring we deliver an exceptional, cost effective experience to our customers. This promises to be a fast paced and varied role where you support with Forecasting, Scheduling and Realtime.For this role you must be flexible to work a varied shift pattern 8am – 6pm Monday to Friday.Key Responsibilities:

  • Implementing forecasts and headcount models into operational reality, taking into account shrinkage trends and seasonality
  • Updating baseline contact volume and forecasts; provide variance reports summaries
  • Forecasting Intraday planning in order to provide accurate staffing schedules to meet demand, across blended inbound and outbound teams combined with multi-channel requirements.
  • Develop/update/maintain capacity plans, with a medium to long term view on recruitment and training requirements.
  • Prepare full end-to-end demand modelling in Excel, without the use of forecasting software
  • Actively challenging the processes and techniques governing the workflow between forecasting, modelling and demand management by identifying areas for improvement.
  • Influence and guide senior managers across the business to assist with delivery and performance through detailed analysis and reporting
  • Production of forecast/scheduling sign off packs for the Operation to include decision making
  • Scheduling of holidays, sickness and investment time (1-1’s, coaching, training schedules etc)
  • Document schedule efficiency weekly to track changes pre and post real time handover up to 6 weeks out
  • Analyzing reports produced within the WFM tool and ACD system to understand on the day performance and the delivery of the resourcing plan, feeding back and suggesting improvements
  • Supporting the real time management of the Contact Centre’s by monitoring Inbound and Outbound performance
    • About you:
  • Previous experience in Scheduling and Capacity resource planning
  • Problem solving and analytic skills
  • Accuracy and attention to detail
  • Strong organisational and time management skills
  • Ability to communicate in a professional and effective manner at all levels in the business
  • Excellent team player with strong influencing skills
  • Ability to work under pressure
  • Excellent IT Skills
  • Strong Excel skills
  • Good understanding of OFCOM, FCA and other Regulatory Bodies
  • Experience of SAS, SQL - desirable
    • What we offer in return:We offer a flexible agile working environment, alongside a competitive salary and benefits package including 25 days holiday allowance plus the option to purchase an extra 5 days, pension scheme, health cash plan, life assurance and income protection insurance. The opportunity to develop a rewarding and successful career with an award- winning law firm.At Slater and Gordon Lawyers (UK) we are inclusive. We celebrate multiple approaches and points of view. We believe diversity drives innovation. So we’re building a culture where difference is valued. Our culture motivates our employees to give their full selves to the job and invest in the company’s future. Our people see value in their work and are eager to do well in their roles. Our values ensure that all our employees are working towards the same goals.Please Note - Vacancies may close prior to the expiry date displayed, subject to volume of applications received.

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