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Real Time and Resource Planning Analyst

StepChange Debt Charity
Job LocationLeeds
EducationNot Mentioned
Salary22,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

We are recruiting for Real Time and Resource Planning Analysts to join our team. Were looking for someone who is creative, has a strong analytical ability and who is a natural problem solver. To be successful in this role you will need to have intermediatelevel Excel skills including experience using formulas. You will also have knowledge of analysis and reporting, whilst having an understanding of contact centre planning.You can work from any of our offices in Leeds, Cardiff, Chester, Newcastle, Glasgow or Birmingham.What you will be doing:

  • Develop and maintain resource schedules / resource plans pre-day to ensure that the optimum level of service is provided to the client
  • Implement on the day changes, adapting to changing client demands and changes in resource availability.
  • Manage call queues / skills and off line usage to ensure the optimum use of resource and delivery of expected levels of performance.
  • Manage the resource requirements for back office and non-telephony workloads ensuring that various SLAs and KPIs are achieved.
  • Support colleagues within the Resource Planning function to ensure that daily, weekly, monthly and ad-hoc workloads (pre-day, on the day and post day) are covered and continuity in place for periods of absence.
  • Build and maintain solid working relationships with Operational Leadership team to both embed understanding of resource planning processes and ensure a consultative approach to planning changes.
  • Identify and understand trends in volumes and performance, working closely with Resource Planning Team to ensure that information is shared
What we want from you:
  • Intermediate level Excel skills including experience using formulas, analysis and reporting
  • Knowledge and experience working with a Workforce Management tool (desirable)
  • Experience in multi-skilled, multi-site operational environment
  • Understanding of contact centre planning methodologies (desirable)
  • Results and target orientated and able to work on own initiative and deliver to tight deadlines
  • Excellent communication, negotiation and influencing skills
  • Analytical ability, creativity, problem solving
What we offer you
  • 24 days annual leave (this increases by one day per year up to a maximum of 29), plus bank holidays
  • The opportunity to buy and sell annual leave
  • Hybrid working (currently a requirement to be in the office 2 days per month) - with IT equipment provided when youre working from home
  • A personal career plan and ongoing training and development and support with role-related professional subscriptions and qualifications
  • Travel season ticket loans
  • Cycle-to-work scheme
  • Group pension scheme
  • Group Company Life Assurance
  • Westfield Health cash plan with employee discounts in high street shops
  • Vitality at Work health and wellbeing
  • Employee assistance programme
  • Access to financial planning and advice
  • 2 days paid volunteering leave per year
  • Family friendly pay; pre-adoption/fertility/surrogacy pay, post-adoption pay
  • Long service awards.
  • Free hot drinks (tea, coffee, hot chocolate) in the office
Equality, diversity, and inclusion:Equality, diversity, and inclusion are incredibly important to us; we have a culture of belonging. Were always looking to increase the diversity of our workforce to ensure we can provide the best service possible for everyone. Its not just about the professionalexperience you bring - were interested in who you are and your potential. If theres an adjustment to our recruitment process that would help you to be your best, speak to our team and theyll be happy to help.

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