Serco Limited
Serco
- Justice & Immigration Support ServicesHome Based
Permanent, Full Time
£32,000 per annum + Excellent Corporate Benefits Package
In order to support Serco’s strategic objective of ‘Executing Brilliantly’, aligned with its ambition to be the ‘best managed business in its sectors’, it has been identified that Workforce Management (WFM) is a critical enabling capability.
The Planning Analyst is required to support the Senior Management Team in ensuring the contract is appropriately resourced to deliver the service through following WFM best practice and ways of working.
Key Accountabilities
- Capture, maintenance and analysis of Demand Profiles.
- Effective management of the Master Roster.
- Planned staffing roster cover against KPI.
- Timely and accurate delivery of forecast.
- Production and verification of rosters.
- Communication conduit between Rosters, Demand Profiles and KPI Achievement.
- Analysis of performance using ‘what if scenario’ modelling.
- Performance-based reporting.
- Management of time & attendance output and integrations with Serco systems.
- Payroll processing management (as required).
What you’ll need to do the role
Qualifications
- Business or technology service delivery discipline qualification (desirable)
Experience
- Exposure with workforce management methodologies
- Well-developed technical skills, MS Office products and relevant technologies such as SQL and VBA
- Experience with scheduling and handling complex forecast algorithms across multiple contact channels
Skills & Knowledge
- Good understanding of workforce management methodologies and principles
- Advanced knowledge of Workforce Planning Software, hardware and CRM systems
- Demonstrated ability to service highly volatile businesses and contending with competing demands
- Good knowledge of customer operations and the factors that influence them (in particular productivity KPIs, service levels, and the relationships between quality, productivity, billing, and employee satisfaction)
- Good understanding of Workforce Management systems (including their detailed WFM functions and reporting capabilities)
- The ability to manage a number of issues concurrently, whilst maintaining clear priorities
- The ability to work co-operatively as well as autonomously
- Well-developed analytical skills
- Sound judgment and decision-making ability
- Excellent oral and written communication skills
- High level of confidence, drive and motivation, with sound business acumen.
- Initiative to learn and develop new work practices
Why Serco
A place you can make an impact
- The nature of our business means you will do interesting work that matters – delivering essential services that touch people’s lives.
A place you can count on
- Our diverse UK-wide operations offer unrivalled opportunities to learn and develop. You’ll be able to broaden your experience and apply your skills in new ways.
A place for you
- We are a motivated team who will encourage you and help you to succeed within a supportive and safe culture.
What we offer
- A competitive salary, pension (matched up to 6%)
- A fantastic culture and supportive team; volunteer leave; continuous training and development opportunities.
- A range of benefits to support the health and wellbeing of you and your family, such as Employee Assistance Programme, Simply Health Plans and more.
- Access to a huge range of discounts and exclusive deals.
- The chance to make a positive difference in a company passionate about diversity and inclusion.
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