Role overview:
Planning & Reporting Analyst
Please ensure you read the below overview and requirements for this employment opportunity completely.
Loughborough
Loughborough Contact Centre
Permanent
Full Time
Grade 3
At Currys were united by one passion: to help everyone enjoy amazing technology. As the UKs best-known retailer of tech, were proud of the service our customers receive and its 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. Youll ensure the best use of available resource to deliver against KPIs, while producing clear and meaningful MI to support stakeholders in maximising every opportunity.
Role overview:
As part of this role, you'll be responsible for:
* 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.
You will need:
* 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.
We know our people are the secret to our success. That's why we're always looking for ways to reward great work. You'll find a host of benefits designed to work for you, including:
* Performance related bonus
* Product discounts on the latest tech
* A range of wellbeing initiatives
Why join us:
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, were 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. xsngvjr 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 and we'll do our best to help.