Resource and Planning Analyst

Resource and Planning Analyst needed for Capita PLC and British Army partnership.

We are one of the largest British companies and are proud to be the number one provider of business process outsourcing in the UK. We provide highly renowned services and solutions to a variety of sectors and due to our most recent and exciting partnership with the MOD, we are looking for a new Resource and Planning Analyst to join our team in the National recruiting Centre in Upavon, Wiltshire.

The purpose of this role is to ensure that all materials relating to Recruiting Group are efficiently organised, maintained and controlled through the MOD system Moss, so that they can be accessed intuitively by appropriate Recruiting Group staff. The role holder will work with and support staff right across Recruiting Group.

As this is a new service the role holder will play an important role in establishing how knowledge is managed and shared within the service. Previous experience of establishing knowledge management processes within a large organisation would therefore be desirable. The role will also be an Authorised Demander for DII accounts, and maintain data lists on the ICT system.

Responsibilities

. Ensure that all processes that relate to resource planning are documented to company standards and kept up to date.
. Ensure that the profile of staff provided meets the profile of staff required by time of day, day of week, and day of month.
. Ensures that scheduling assumptions, staffing plans, forecasts, processes and workload requirements are understood by the operational management team.
. Monitor performance indicators and resource assumptions and take pro-active measures to ensure that all projections are accurate and aligned to current operational capabilities.
. Manage all scheduled activities including but not limited to training, 121's, coaching, breaks, team briefs and holidays.
. Actively identify areas where cost can be saved, revenue increased or efficiency improved.
. Maintain an accurate events log detailing the reason for variance to forecast for all operational metrics.
. Support the IIU team in the production of reports and analysis for specific project work.
. Review and analyse data to make recommendations on the most appropriate staffing levels, recruitment levels and shifts.
. Maintain effective communication with all team members, managers within the business, external clients and stakeholders.
. Monitor Real Time call statistics including but not limited to volume, handling time and adherence in order to make effective staffing decisions and recommendations and support the duty manager in making Real Time on the day decisions
. Production of appropriate daily reporting to support the business

Essential Skills:

. Relevant experience with a Workforce Optimisation tool in a Contact Centre environment.
. Experience and knowledge of intraday management and its place in a Contact Centre resource planning function.
. Excellent oral and written communication skills to deliver resource planning information that is understood.
. Proven organisational and planning skills and ability to deliver on time to tight deadlines

Desirable:

. Experience in forecasting and capacity planning
. Proven delivery of change.

This is an opportunity to work for a highly credible organisation and a leader in the RPO/BPO industry.

If you feel you have the skills detailed above and is looking for long term career progression and development, don't hesitate to apply today.

The successful applicant will be subject to a CRB and Credit Check along with security vetting clearance.

Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.