Planning Analyst

Fusion People Ltd
£29000 - £30000/annum
14 Apr 2018
18 Apr 2018
Contract Type
Full Time
We have a requirement for a Planning Analyst in Birmingham working for a Facilities Management company on a permanent basis. The salary is up to £30k

You will be working within the Customer Operations Control Bridge Team as a systems and process expert in real time management, scheduling and forecasting. A large responsibiltiy of the role will be ensuring the resourcing levels are maintained across the helpdesks so that targets are hit.

- Responsible for the administration of the Customer Operations interactions traffic using the automated multichannel distribution system (Netcall Liberty 59R & CXM), and Workforce Management in the centres (QMax WFM).
- Deliver Customer Operations insight and analytics, gathering data required for Customer Operations planning, and for performance reporting.
- Support function effectiveness by ensuring delivery goals are met by monitoring resourcing, workflow and SLA adherence, and making adjustments to active schedules under direction of OCB Specialist.
- Identify improvement opportunities and present these to the OCB Specialist.
- Produce short, medium and long term plans for Customer Operations, focusing on both supply and demand drivers. Analyse supply and demand components using appropriate techniques and tools, providing insightful commentary, making and tracking recommendations.
- Undertake ‘planned vs actual’ analysis and carry out detailed root cause analysis to provide challenge and improve planning accuracy.
- Identify and highlight performance/service risks to Operations.
- Produce actionable performance MI to support operational focus on key metrics.
- Support Operational teams through tactical planning in order to mitigate KPI risks.
- Expert point of contact for all OCB matters.
- Drive operational performance through effective real time management.
- Manage changes to resource levels and ensure they are successfully implemented across the contact centre.
- Maximising contact centre performance through optimisation of scheduled activities.
- You will be responsible for maintaining documentation and administration of change records as part of the change control process.

- Manual forecasting experience
- Advanced Excel
- Security clearance
- Knowledge of using WFM tool preferably QMax

If you are interested email or call (Apply online only) and ask for Clodagh

Fusion People are committed to promoting equal opportunities to people regardless of age, gender, religion, belief, race, sexuality or disability. We operate as an employment agency and employment business.

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