Resource Planning Analyst

The Very Group

  • Speke, Merseyside Liverpool
  • Permanent
  • Full-time
  • 14 days ago
Job Description:Internal use only - Grade GAbout usWe are and we're here to help families get more out of life. We know that our customers work hard for their families and have a lot to balance in their busy lives. That's why we combine amazing brands and products with flexible payment options on to help them say yes to the things they love. We're just as passionate about helping our people get more out of life too; building careers with real growth, a sense of purpose, belonging and wellbeing.About the teamThe Resource Planning team sit within our Customer care department and are responsible for maintaining the workforce management system, which plays a crucial role in the delivery of our plans to provide our customers with a best in class service. Working closely with the wider operation and Planning analysts, the team works to ensure that all change activity can be carried out efficiently, and with minimal disruption to our customers.About the roleThe Resource Planning Analyst role is focused on building resource plans for all Lines of Business (LOBs) within customer care. The team is responsible for contact demand and resource supply forecasts. The team ensures optimal resource provision to meet our customer and business targets. This is a great opportunity to be part of a central planning function within a well-established customer care team.
  • Maintaining volume and productivity forecasts, responding to trends and variations, to understand our contact centre demand.
  • Use of resource planning models to convert demand into accurate resource requirement.
  • Maintaining and updating resource supply forecasts, including attrition and shrinkages, to ensure resource provision is aligned to requirement.
  • Production of detailed, interval level, resource plans delivered 1-2 weeks in advance.
  • Identification of gaps and surpluses in resource provision in our plans, to facilitate remedy and corrective action.
  • Feedback into longer range capacity planning. Facilitate improvements to the accuracy of our estate capacity.
  • Regular review of recruitment plans to support longer term resource provision.
  • Regular review of skills matrix to recommend resource moves across LOB's when advantageous to customer and business outcomes.
  • Stakeholder management with all operational leaders and teams.
  • Identifying opportunities and improvements within the Workforce Management and planning systems.
  • Regular feedback in to Senior Leaders, Ops Control and Operational teams to help improve the accurate delivery of plans and performance.
About you
  • Strong communication and stakeholder management skills with all levels
  • WFM experience, track record of managing technologies, experienced in adoption of best practice methodologies across Contact Centre environments
  • Numerically astute with ability to analyse and interrupt data
  • Excellent written and verbal communication skills and ability to communicate and influence at all levels within Customer Care.
  • Ability to prioritize own workload to meet deadlines.
  • Ability to work under pressure to tight deadlines.
Some of our benefits
  • Flexible, hybrid working model
  • Inclusive culture and environment, check out
  • 27 days holiday + bank holidays
  • Udemy learning access
  • Bonus potential (performance and business-related)
  • Up to 25% discount on Very.co.uk
  • Matched pension up to 6%
  • More benefits can be found
How to applyPlease note that the talent acquisition team are managing this vacancy directly, and if successful in securing this role, you will be required to undertake a credit, CIFAS, Right to Work checks and if a specific requirement of your role a DBS (criminal records) check. Should your application progress we require you to let the team know if there is anything you need to disclose in relation to any of these checks prior to them being undertaken, including any unspent criminal convictions.What happens next?Our talent acquisition team will be in touch if you're successful so keep an eye on your emails! We'll arrange a short call to learn more about you, as well as answer any questions you have. If it feels like we're a good match, we'll share your CV with the hiring manager to review. Our interview process is tailored to each role and can be in-person or held remotely.You can expect a two-stage interview process for this position:1st stage - An informal 30-minute video call with the hiring team to discuss your skills and relevant experience. This is a great opportunity to find out more about the role and to ask any questions you may have.2nd Stage - A one-hour formal interview where you can expect both competency and technical questions. This can be held either in-person or remotely.As an inclusive employer please do let us know if you require any reasonable adjustments.If you'd like to know more about our interviews, you can find out .Equal opportunitiesWe're an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

The Very Group