Job Title: Resource Planning Analyst
Reports To: Workforce and Analytics Team Leader
Department: Customer Service
Location: Cottons Centre
Role Summary:
At Charles Tyrwhitt our purpose is to “Make it easy for men to dress well”. The primary purpose of the Resource Planning Analyst is to ensure that we have the right level of staff assigned to the right tasks, making it simple for customers to contact us via their preferred method, at their chosen time - receiving the same consistent level of service.
Key Responsibilities:
- Short term forecasting across all channels, based on trends
- Effective scheduling of resource across varying shifts & sites according to volumes and skill set to ensure we meet SLA’s within a multi-channel/language contact centres.
- Managing all aspects of absence and monitoring that it’s kept up to date in WFM (planned and unplanned)
- Maintaining capacity plans to support operational delivery
- Analysis of gaps and pinch points and suggest shifts for recruitment or other measures to bridge these successfully.
- Management of all Flexible Work Requests and determining if they fit within our capacity plans
- Manage recruitment timeline and liaise with CS manager to ensure on track and ready for required date
- Attrition analysis and provide insight into potential solutions to reduce attrition
- Being an SME in our WFM suite and the go to person for all general resourcing queries
- Utilise forums and platforms provided to ensure you we are getting the most from the software.
- Keep updated on new releases and ensure we are feeding back ideas to the provider to enhance the system
- Suggest improvements to current processes and reporting to maximise operational efficiency; while maintaining our exemplary customer experience
- Ensure all process documents are maintained and kept up to date
- Provide analysis on overall performance as well as at advisor level and take necessary actions to mitigate against the impact of underperformance
- The above is not exhaustive and may require ad hoc reporting as well as assisting real-time management planning related analysis
Person Specification:
Experience Required
- Proficient with resourcing within a WFM platform (preferably Calabrio (previously known as Teleopti))
- Proficient working knowledge of Excel (intermediate to advanced level)
- Excellent verbal and written communication skills
- Highly numerate with good attention to detail
- A strong sense of ownership and responsibility with willingness to learn
- Adaptable and flexible
- Ability to work to ever changing deadlines
- Contact Centre background (preferred)
- Experience in a similar role (necessary)
Behavioural Competencies
- Ability to communicate at all levels of management within the business.
- Ability and confidence to vary between being flexible and holding firm on a decision, depending on what the situation requires.
- Staying on-task to completion, particularly in the face of obstacles or other trying circumstances.
- Acknowledging diverse opinions, addressing relevant concerns, minimizing conflict, promoting harmony.
- Cooperating with others and working toward consensual solutions to achieve the group's objectives.
- Ability to work well and remain positive under pressure, while maintaining effectiveness.
- Ability to be sensitive to client and community needs and perceptions by providing prompt, efficient and equitable service, involving clients and community in the resolution of problems that affect them.
Technical Skills
- Intermediate to advanced Excel
- WFM (preferable)