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Resource analyst

Location: BLACKBURN, LANCASHIRE Salary: 25000.00 - 32000 GBP Per Annum
Sector: Business Support Job Type: Permanent
Shift Type: N/A Applications: N/A
Posted: 5 months ago Reference: 3042118
Working for a large call centre in a busy environment, Blackburn.   We are looking to recruit an experienced Resource Analyst.

Overall Objective:

Manage achievement of SLA performance and appropriate allocation of resource within designated operational areas
Manage client and internal customer relationships
Manage localised team of Resource Planning Analysts
Lead the Resource Planning function at a site level
Recommending solutions to under / over capacity to ensure business plans are achieved


• Maximize operational performance through optimisation of scheduled activities
• Monitor adherence to schedules to ensure optimum business performance
• Provide attendance and shrinkage validation and reporting against planned schedules
• Liaise with key stakeholders to ensure that changes to the plan are understood
• Forecasting, planning and scheduling ownership at a site & functional level
• Management of annualised hours system, holiday booking process/systems
• Accurate volume, handling time & FTE forecasts
• Responsible for Resource Planning, forecasting & demand scheduling for all types of processing & complaints activity using appropriate systems/methodology
• Delivering detailed workload projections, resource gap analysis & appropriate recruitment/resource plans to ensure the delivery of business plans
• Identify & utilise operational levers such as shrinkage options & shift optimisation to ensure sufficient resource is available to meet demand



Intermediate to Advanced user of Excel – Essential
Experience of dealing with complex resource plans and schedules
Experience of Avaya, IVR and call routing
Demand Planning
Resource Management
People Management
Analysis and forecasting
Strong organisational, planning and analytical skills
Self-motivated and positive with a 'can-do' mentality
Good understanding of Resource Planning tools and an ability to demonstrate the key performance indicators within Resource Planning
Knowledge of Resource Planning methods and assumptions (front and back office)
Strong team player, with the ability to contribute and challenge
Strong decision making and problem solving skills
Experience of impact assessment process & campaign management strategies

Excellent package available between 25-35k basic plus 23 days holiday and other benefits



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