Resource Planning Analyst

Resource Planning Analyst

Location: Hybrid/Remote with occasional visits to our Nottingham office.

Salary: up to £28,500

Contract Type: Permanent

We have a fantastic opportunity for a Resource Planning Analyst here at Domestic & General. The successful candidate will be responsible for the accurate creation, development and ownership of medium to long-term strategic planning models for all operational areas to ensure accurate FTE requirements and operational and commercial targets are planned for.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.

Key Responsibilities:

• Prepare long-term (monthly) customer demand forecasts accurately and efficiently to ensure customers are provided with excellent customer service.

• Formulate recruitment plans to ensure physical location of agents are available as required alongside operational targets.

• Conduct impact assessment modelling to understand the impacts of contact centre changes and how these flow into the capacity plan.

• Collaborate with colleagues to ensure budget demand and supply plans align with customer and client expectations

• Collaborate with operational stakeholders to agree actions to close variances promptly, reducing Customer and/or financial impact.

• Ensure future activity is planned in advance, using the agreed strategic approach, balancing Customer and People demands.

• Ensure plans are available and communicated to call-taking colleagues in a timely manner.

• Identify and check the integrity of appropriate data sources, interrogating the data to spot trends and exceptions, and then use these findings to identify the source of any exception or change.

• Present complex technical plans in an easy to understand manner to all levels of stakeholders

• Stakeholder Relationships: Build and maintain effective and authentic working relationships with operational and commercial partners to identify and remove causes of conflict and help foster a one-team approach to demand planning

• Teamwork: Build and maintain working relationships with colleagues in PDMI to ensure accuracy of work and a framework for feeding back issues into the planning cycle.

Skills and experience required:

Knowledge:

• Thorough knowledge of the planning cycle

• Knowledge of contact centre planning

• Capacity Planning Processes and concepts

• WFM Systems

• Microsoft Office suite (Outlook, Word, PowerPoint & particularly Excel).

• Knowledge of shrinkage models

• Multi contact channel planning knowledge / experience

• Understanding of forecasting and analysis techniques e.g. regression

Skills:

• Ability to work to strict deadlines

• Effective and confident communicator at all levels

• Attention to detail

• Strong analytical skills

• Results driven

• Negotiating and Influencing skills

Experience:

• Experience of Planning

• Experience of Contact Centre planning models

• WFM Systems

• Excel to advanced level

• Effective planning skills both using Excel based planning concepts and WFM systems

We offer lots of great benefits! Some of which include: 

• Competitive salary and annual discretionary bonus

• 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave

• Training opportunities as well as clearly defined career progression

• Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more.  Cover also includes unlimited access to a 24/7 virtual GP service

• Attractive company pension scheme

• Life assurance – employer funded cover of 4x basic salary

• Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:

• Salary Finance – access to savings and borrowing through payroll

• Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand new vehicles

• Travel Loans – interest free loans to help spread the cost of annual travel tickets

• Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000

• Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes

• OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.

• Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues

• Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends

• Employee discounts – access to discounted Sky TV and broadband packages, together with a range of discounts for 100s of online and high street retailers

Domestic & General are an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.

Please note that we have a thorough referencing process, which includes criminal record checks.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.