Business and Resource Planning Analyst

Job Description

CCP has passionately supported candidates with customer contact job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when theyre looking for talented, culturally aligned people to join theirbusiness.Are you a dedicated and passionate Resource Planning Analyst seeking a highly rewarding roleAre you able to uphold the highest possible standards and maintain the immaculate reputation of a luxurious brandCCP are delighted to be working with a luxury hotel operator with the appointment of a Business and Resource Planning Analyst to join their Global Contact Centre in Central London. This is a full-time opportunity starting on-site as soon as possible. Theiroffice is well connected on the London underground network with the successful Business and Resource Planning Analyst receiving fantastic support and a generous benefits package, including a free workday meals and complimentary hotel stays.As a Business and Resource Planning Analyst, you will play a fundamental role in developing accurate performance management and reporting tools to deliver the highest quality customer service and efficient workforce deployment. The role would demand a highlevel of accuracy, attention to detail, critical curiosity and the ability to interpret and communicate data. With fantastic support and training in place, this exciting role could suit a Resource Analyst in the early stages of their career.Functions and Requirements:

• Support the delivery of a multichannel customer operation.
• Ensure workforce is deployed in the most efficient manner, consistently striving to achieve service level agreements.
• Develop and produce reports, share insights, articulating requirements, expectations and findings to stakeholders.
• Support the team with forecasting and scheduling and implement change programmes.
• Track and report operational performance, developing and tracking a range of KPIs promoting positive business outcomes.
• Excellent interpersonal and relationship building skills.
• Possess a collaborative, solution-driven approach to promote continuous improvements.

Desirables:

• A degree or qualification in Business or relate field is highly desirable.
• Display exceptional analytical and theoretical thinking skills, as well as a good understanding of statistics.
• Previous experience working in a Contact Centre and/or Hospitality environment, particularly in the areas of Business Analysis, WFM (Workforce Management) or Revenue Management.
• Proficient knowledge of Microsoft Office, advanced knowledge of Excel in particular is a requirement.
• Experience working with WFM systems and understanding Real-Time Management and forecasting.
• Knowledge of Business Intelligence platforms, such as PowerBI.
• Additional languages are a plus. English is the primary language used within the Contact Centre, followed by French and Italian.
• Experience in a similar role (such as Resource Planning, Real Time Analysis, Forecasting, Work Force Planning, Scheduling).
• Comfortable manipulating large sets of data and proficient in presenting statistical information to non-technical stakeholders.
• Impeccable physical presentation in line with the groups principles.

Benefits Package:

• 50% discount on food and beverage outlets.
• Complimentary hotel stays after six months service.
• Spa, events, floristry, hairdressing discounts.
• Seasonal parties and social events.
• Family and friends discount.
• 28 days annual leave, increasing with service.
• Free workday meals.
• Wellbeing centre and financial advice.
• Pension.
• Life assurance.
• Dry cleaning.
• Cycle to work scheme.

This is a fantastic and rare opportunity to join a global luxury hotel operator. Apply today to be considered for this exciting role as a Business and Resource Planning Analyst. Contact Tim Campion on or email for more information. CCP are proud to support many of the worlds best brands, helping them source talent, embrace diversity and build inclusive workplaces. To be considered for this role please apply using the link below, suitable candidates will be contacted in due course.