A new opportunity has arisen for a Resource Planning Analyst to join the Resource Planning Team in HomeServe Claims Management. Reporting into the Resource Planning Manager you will be responsible for contributing to the achievement of Call Centre Targets by means of working alongside Team Managers, Operations Managers, Business Managers and Directors.
Responsibilities
·Production of shift and deviation reports highlighting any shortfall and availability to best meet call centre targets and business objectives.
·Analyse real time and historical work load trends
·To update daily absence details via Verint. Accurate completion of various Weekly/Monthly and ad-hoc MI reports. Highlighting Weekly Absence Statistics, Productivity Performance, FTE figures, Recruitment Plan and Call/ workload performance
·Attendance at team meetings for assigned departments. To be able to understand and interpret performance issues, and recommend resource planning solutions.
·Authorise/Decline Holidays based on agreed percentages per business area.
·Maintain current agents and input new recruits details within Claims Center and verint – including start dates, holiday entitlement, telephone PIN number, leaving details and shift data within agreed SLA
·Update daily absence details via Verint and deliver to business within set timeframes. Maintain long range records.
·Plan ‘offline’ activities ensuring least impact to the business. Liaise with colleagues at all levels, answer and personally resolve any associated queries. To make necessary recommendations to continually improve performance within the Department
Skills and Experience Required
- Proven daily use of Excel to an advanced level
- Excellent communication skills
- Thorough understanding of scheduling / planning impacts upon a call centre.
- Proven ability to present statistical information to senior management
- Excellent relationship building skills.
- Prioritisation and organisation of daily work load
- The ability to work unsupervised and on your own initiative
- Deadline / Target focused
- Competent with all Microsoft packages.
- Previous experience in a planning and organising capacity
- Knowledge of: W.F.M system (Verint) ACD Telephony (Avaya Preference)
