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Resource Planning Analyst

Posted: April 2019

Hours: 37.5

Location: Thornbury

Salary: competitive salary

Closing Date: 22nd April 2019

Job Description:

Alexandra’s Customer Service Department is responsible for delivering Best in Class omni-channel customer service experience to support the Alexandra brand. This function handles orders placed by Customers, queries related to those orders and all other Customer Service requests and queries from Customers via telephone, email and chat.

As Resource Planning Analyst for the Customer Service Department you will be responsible for accurately forecasting work volumes for all Customer contact points to ensure we meet the required service level agreements to our customers.

The primary responsibilities of the Resource Planning Analyst will be to:

  • Establish and deliver a Resource Planning approach using historic data to predict demand and resource requirements
  • Collect, prepare and deliver reporting and Management
  • Information for the CS environment on a regular and an ad-hoc basis, and make recommendations to the CS Leadership team on enhancing Operational efficiency, agent skill levels and utilisation, and Customer Experience
  • Use existing systems to manage CS resources against demand (calls, emails and chats) on a real-time basis (alongside the rest of the CS Leadership team)

As Resource Planning Analyst for the Customer Service Department you will be responsible for accurately forecasting work volumes for all Customer contact points to ensure we meet the required service level agreements to our customers.

You will proactively deliver schedules, monitor real-time demand and service levels, track planned and unplanned absence and produce reports in the form of daily, weekly and monthly scorecards to assist the CS Leadership Team with managing performance against KPIs.

Key Competencies, Skills & Behaviours:

This is a brand new role and as such we need an individual who can bring expertise to the role with previous knowledge of a similar role. You will have a background in contact centre resource planning environment including forecasting, scheduling, intra-day real-time management and reporting.

Excellent communication skills are a pre-requisite and your ability to influence and persuade are essential; you will working as part of the Customer Service team but in a stand-alone capacity so you will need to be a self-manager and able to motivate yourself to achieve your goals and deadlines.

You will need advanced excel skills and be as comfortable discussing performance and data as you are crunching those numbers into a spreadsheet. Whilst reports already exist there is almost certainly a requirement for new reports ot be create or existing ones adapted and you must be capable to complete those changes in an efficient but straight forward way.

You will also have a commercial outlook to this role and be able to take an objective approach to the role to ensure that we are positioning ourselves to be able to cope with any fluctuations whether they be staffing or customer driven demands. You will need to draw on previous experience to sense-check our data to know if that is a true representation of “real-life”.

This is a role where you will definitely be able to put your stamp on the position and be an integral member of the team, shaping this role to fulfil the needs of the business.

This is a fast paced and busy team and you will enjoy working in a high energy environment. You will be an upbeat and positive team player and take genuine enjoyment building good working relationships with colleague and customers alike.

We are based in Thornbury and although we are accessible by public transport, it is much easier to reach us if you drive. We offer a great place to work, we have a range of benefits you are able to take advantage of as well offering an opportunity to build yourself a career with Alexandra, part of the

MWUK group.