Planning & Reporting Analyst
Loughborough
Loughborough Contact Centre
Permanent
Full Time
Grade 3
At Currys we’re united by one passion: to help everyone enjoy amazing technology. As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.
In this role, you will maximise the efficiency of the telesales and retained teams by accurately translating forecasts into effective schedules. You’ll ensure the best use of available resource to deliver against KPIs, while producing clear and meaningful MI to support stakeholders in maximising every opportunity.
Responsibilities
* Creating and maintaining inbound and outbound schedules aligned to forecasts and business requirements.
* Maintaining resource models to support FTE planning, recruitment decisions and profitability by line of business.
* Planning, managing and communicating both strategic and operational resourcing information.
* Managing holidays, shift swaps, sickness and absence while maintaining service levels.
* Supporting new starters, leavers and changes within agreed SLAs.
* Planning offline activity with minimal business impact.
* Producing MI, reports and trend analysis by combining data from multiple sources.
* Monitoring and reporting on resource planning KPIs, identifying opportunities for improvement.
Qualifications
* Experience in resource planning and schedule production within a contact centre environment.
* Strong understanding of manual scheduling and staff requirement calculations.
* Experience using IEX/Noble and Harmony workforce management systems.
* Experience working with contact centre scheduling and software tools.
* Strong analytical skills with the ability to build reports and identify trends.
* Good commercial awareness and understanding of operational KPIs.
* Strong organisational skills with attention to detail and accuracy.
* Ability to manage multiple priorities and communicate effectively with stakeholders.
Benefits
* Performance related bonus
* Product discounts on the latest tech
* A range of wellbeing initiatives
Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.
Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.
Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email careers@currys.co.uk and we'll do our best to help.
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