We are recruiting for a Resource Analyst to complete measurement and analysis of key data to ensure that exceptions and trends are understood and proactively highlighted so as to aid decision making.

Job Duties:

To complete measurement and analysis of key data to ensure that exceptions and trends are understood and proactively highlighted so as to aid decision making.

Effectively communicate information and data to all interested parties across the business, being able to influence decision making based on solid data and analytics

Produce schedules and forecasts for Mature Savings Contact Centre staff, using appropriate systems, skills and knowledge which meet customer demand in the most cost effective manner.

Ensure all amendments are agreed and logged to ensure accuracy of data and customer service is maintained, whilst ensuring impact on the daily and weekly plan is fully understood and minimized

Develop current working practices to improve the scheduling proposition both from a Customer and Staff perspective, including where necessary configuration and development of current Work Force Management (WFM) tool

Develop an understanding of what drives workload and use this to forecast demand  and the required staffing levels across Mature Savings Contact Centre

Support any business changes to ensure impact is fully understood from a resource planning perspective.

Ensure that the customer journeys are understood and options are provided to the Contact Centre Management team to continually enhance the customer experience

Maintain a network of contacts to benchmark scheduling best practice and techniques against the best in the market to continually improve the product and accuracy and ensure internal Best Practice is adopted and maintained

Skills:

Excellent knowledge of Office software packages such as Excel, Word and Access. VBA (macro) experience desirable but not essential

Knowledge of the EG suite of software (desired but not essential)

Familiar with Contact Centre technologies eg QMAX, CMS, Avaya, eg, Call routing, ACD functionality, reporting etc.

Effective, concise and professional communication and presentation skills.

Analytical and logical thinker with the ability to apply creative solutions

Demonstrable commercial focus and business acumen in recommendations and decision making

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, dependants' pensions, at least 22 days’ holiday, performance related bonuses, 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.

For further information about the role, please contact Lynn Morriss, UK Resourcing Lead, at lynn.morriss@landg.com