Resource Planning Analyst

Job Description

Location:Remote (with occasional travel to our Hinckley head office)Salary:£25,000-£30,000 depending on experience (+£5k OTE*)About YopaAt Yopa, we believe in transforming the real estate experience for homeowners. As an innovative and customer-centric company, we are seeking a dynamic and detail-oriented individual to join our team as a Resource Planning Analyst. If you are passionate about optimizing call center operations, implementing efficient resource planning solutions, and driving continuous improvement, then this role is perfect for you!Core Focus AreasPlanning/Scheduling

• Implement and manage operational planning solutions for a 60 FTE call center to meet customer demand and achieve SLAs.
• Evaluate and optimize working schedules across contact center teams, including employee rotas and holiday schedules.
• Embed solutions to enhance resource productivity and identify opportunities for improvement.
• Maintain and refine forecast models for short to medium-term capacity planning (0-6 months).
• Prepare, analyze, and present data in meaningful presentation packs for Senior Management visibility.

Dialler Management

• Strategically plan and optimize outbound campaigns to maximize contact rates and campaign effectiveness.
• Analyze performance metrics related to dialler operations, ensuring adherence to targets and KPIs.
• Implement and oversee dialler technologies, evaluating and adopting new tools for efficiency.
• Proactively identify areas for improvement, implementing continuous improvement initiatives.
• Ensure strict adherence to regulatory requirements and compliance standards in outbound communications.

Real-time Analyst

• Optimize call center resource and availability to align with call profiles or workload demands.
• Review real-time activity to minimize call queues and prevent call abandonments.
• Utilize workforce management tools to unlock the full potential of supported operations.
• Conduct trend analysis of operational performance, providing recommendations to enhance service levels.
• Manage operational staff for maximum productivity through real-time monitoring and effective rescheduling.
• Compile regular and ad hoc Management Information (MI) requests, prioritizing data accuracy and quality commentary.

Speech Analytics

• Conduct thorough analysis of speech analytics data to extract valuable insights related to customer interactions and agent performance.
• Monitor and evaluate speech analytics performance, ensuring effective capture and analysis of relevant data.
• Provide actionable insights and recommendations to improve call center processes and enhance customer experience.
• Manage relationships with speech analytics vendors, staying informed about updates and industry advancements.

About You

• Experienced in either resource planning, outbound dialler, real-time analysis, (desirable: speech analytics within a call center environment).
• Strong analytical and problem-solving skills, with proficiency in data analysis tools.
• Excellent communication and presentation skills.
• Knowledge of regulatory requirements and compliance standards in outbound communications.
• Software experience including WFM and HRIS