We are seeking a highly analytical and detail-oriented Resource Planning Analyst to join our Resource Planning and MI team in Swindon. This role is responsible for ensuring optimal staffing levels in our busy customer Call Centre by effectively forecasting, scheduling, capacity planning, and real-time management.
The successful candidate will play a key role in supporting operational efficiency and service delivery, leveraging workforce management tools such as Genesys PureCloud to drive data-driven decision-making.
This role will be based in our Head Office in Swindon 5 days a week.
Key Responsibilities
* Create, maintain, and optimize agent schedules to align with forecasted demand while
balancing efficiency and employee engagement.
* Ensure scheduling considers operational constraints such as shrinkage, training,
meetings, and holidays.
* Monitor and adjust intraday schedules to optimize resource utilization.
* Monitor real-time performance, ensuring service level agreements (SLAs) are met
across all channels.
* Provide real-time insights and communicate actionable recommendations to
operations teams.
* Generate reports on performance metrics, forecasting accuracy, schedule adherence,
and occupancy levels.
* Work with technology teams to enhance WFM system capabilities and automation
opportunities, with focus on leveraging AI where possible.
* Adhoc activities for the Head of Customer and Marketing Operations and other
members of the Senior Leadership Team involving the Contact Centre, Marketing and Telesales.
Skills And Experience
* Strong communication skills ability to collaborate with stakeholders at all levels.
* Proven experience in resource planning, forecasting, scheduling, and real-time
workforce management in a contact centre environment.
* Working knowledge of Google Workspace and Advanced Excel skills and familiarity with SQL, Power BI, or other analytical tools is a plus.
* Proficiency in Workforce Management (WFM) systems; experience with Genesys
PureCloud is highly desirable.
* Strong analytical and problem-solving skills, with experience in data analysis and
reporting.
* Ability to work in a fast-paced environment, balancing multiple priorities while
maintaining attention to detail.
* Understanding of key performance indicators (KPIs) such as service levels, occupancy,
adherence, and shrinkage.
* A keen interest in AI technology and implementation in Contact Centres.
Benefits
* Employee discount: amazing discounts available on all Oak Furnitureland products after successful completion of probation
* Life assurance: free cover of a minimum of two times your annual salary up to the age of 65
* Birthday: an additional day off for you to celebrate your birthday
* 25 days holiday
* Pension: 4% employee contribution matched by the company
* Employee Assistance Programme: gives all employees access to both telephone and face-to-face counselling services
* My Rewards Programme: offers discounts on everything from restaurants and supermarkets, to entertainment and holidays
* Free on-site parking