We have an excellent opportunity for an Operational Planning Analyst to join our team in Cardiff.

To effectively plan, monitor and support the Legal & General Insurance (LGI) operational area’s resources to achieve an agreed level of service for the customers of LGI. Ensuring all Operational Planning systems are kept up to date and accurate, as well as monitoring real-time performance by using the systems, tools, processes and resource planning methodologies. Support in decision making and adjust resources to optimise performance to aid the enhancement of the Customer Experience. Communicating changes and updates to key stakeholders, and distributing workloads across all Operational areas.

• Strong system knowledge of Contact Centre technologies such as; workforce management, multiple channel back office workflows and telephony.
• Understanding of tools and techniques to develop effective schedules.
• Understanding of load balancing and blending of contact centre resource across front and back office business functions.
• Knowledge of contact centre resourcing methodology including scheduling techniques, real time and intraday management principals.
• Understands the regulatory issues surrounding LGI and applies that knowledge in planning and scheduling.
• Excellent understanding of workflow processes, systems and incident management.
• Good awareness of LGI Operational process and their implications for planning and scheduling.
• Good understanding of process mapping.
• Effective, concise and professional communication and presentation skills and ability to tailor as appropriate to audience.
• Analytical and logical thinking with the ability to apply creative solutions to achieve a desired outcome.
• Problem solving, both in the ability to resolve issues quickly but to provide clear options/information to enable others to make decisions
• Ability to use strong analytical skills for business benefit. 
• Ability to appropriately gather, integrate and interpret data.
• Ability to constructively challenge and test assumptions in order to identify improvements.
• Strong attention to detail when inputting data and updating system and technical proficiency in extracting prerequisite data from disparate internal systems.

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days’ holiday, private medical insurance, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

As part of a 35 hour week, working patterns will include Monday to Friday 9am -5pm, 1 Saturday in approx 12 weeks ( 8.30 -1.30 ) and 1 week of lates in a 12 week period ( 10.30 - 6.30 ).