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Senior Resource Planning Analyst, Liverpool

Role: Senior Resource Planning Analyst 
Company: QVC
Location: Liverpool

Hello fellow Resource Planning professionals! Here at QVC we’re looking for a Senior Resource Planning Analyst for our Contact Centre, someone who is a success driven analytical thinker who is eager to learn and grow.  Everyone at QVC is encouraged to be the best version of themselves. Be fun, be professional – but be you.

Led by our Resource Planning Manager, you will optimise resource for all variable labour areas and inform the business with analysis detailing volume trends, staff productivity and attrition rates. You will also ensure that the workforce management system is fully utilised within the department and Operations.

You will get some exciting opportunities to support, shape and develop the resource plan for our busiest trading periods but that’s not all; you will also be needed to…

  • Provide detailed resource/capacity plans and analysis 3 months-2 years out incorporating multiple work types
  • Provide detailed and persuasive staff mix scenarios and provide operational flexibility providing the Resource Planning Scheduling team with a sufficient staff to plan scheduling for 2 weeks out.
  • Review variable labour costs identifying any increase/decrease in trend and influence the variable labour strategy to deliver against budget.
  • Provide strategic analysis detailing the impact on KPI’s current and recommended variable labour contracts have including cost and service.
  • Regularly meet with operational leaders and help them understand how to improve costs and service and how the resource strategy can impact these.
  • Maximise the capacity of resource planning systems to provide the business with accurate and effective processes allowing for effective deployment of agent schedules.
  • Support the training of resource planning and operations on systems enhancements in accordance with the user requirements.

We feel that to be truly great in this role you will be someone who wants to develop both personally and professionally and really gets a kick out of working in a busy environment. We’re a playful team but we also work really hard so it is important that the right person for this role is someone who can strike that balance. We also support each other so if you can spot an opportunity to help out and get involved – then go for it, put yourself forward.

Small Print* in this Analyst role you will need to be highly organised - a real stickler for detail, quality and accuracy. You will be a brilliant people person with the flexibility and adaptability to manage people across multiple areas. You will also have experience of working with a resource planning function and have a proven track record of success.

To find out more and to apply please contact amy.foster@qvc.com
 

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