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Planning Analyst

28 May 2021

Planning Analyst

Milton Keynes

Change your career, change lives
The Open University is the UK’s largest university, a world leader in flexible part-time education combining a mission to widen access to higher education with research excellence, transforming lives through education.

The role
The SRSC and Financial Support office operates from Milton Keynes, Manchester and Nottingham and is responsible for developing and maintaining excellent customer relationships, supporting Open University enquirers and students from initial contact through to their module start right through to fee collections. SRFS aims to focus on the needs of individual students, offering an impartial and confidential service which is accessible to everyone who seeks to use it. Specific responsibilities include the effective delivery of resource management of the Contact Centre operations ensuring that service levels are met

Skills and experience
The Planning Analyst will support the Workforce Planning manager by producing and maintaining effective resource plans to achieve service levels.

Do you have experience of working in a 100+ multi –channel contact centre environment as a Realtime / Scheduling Analyst using a WFM tool or Excel?

Have you conducted full shift reviews making recommendations to improve efficiency?

Are you able to ensure that resource schedules are at the maximum efficiency with on the day optimisation of breaks and lunches and off phone activity used to enhance the service levels?

Do you have a talent for problem solving, and the ability to build easy to follow models which capture the inputs from stakeholder and mirrors how their units work?

If you can answer yes to these questions, then we would love to hear from you.

The full summary of duties and skills required for the role can be found on the link below.

What you get in return
Benefits include a supportive and friendly working environment, 30 days holiday per annum pro rata plus Bank Holidays and Christmas closure days and an attractive pension proposition.

Find out more and apply now


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