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Resource Planning Analyst

Published on 15 September 2023

Resource Planning Analyst

St Neots with Hybrid

Established over 30 years ago here at Lifeplus our mission is to be the world leader in holistic wellbeing by helping millions of people to unlock the wellness within them.

We manufacture and distribute high quality nutritional supplements directly to our customers all over the world. We are proud to have a team of enthusiastic customers and colleagues who are all dedicated to creating a legacy of wellbeing.

At Lifeplus we celebrate and embrace diversity and we believe that our success comes from creating a caring and fun community.

Job Purpose: 
The resource planning & development department supports service operations in optimising the deployment and utilisation of resource to ensure achievement of SLAs and quality targets across all operational work streams. Planning & development assures the provision of accurate and relevant management information to the Lifeplus management team.

The Resource Planning Analyst role will support the Resource Planning & Development team in creating forecast, building capacity plans and resource models and will integrate seamlessly with Schedulers and the other colleagues in the team.

The role will include but is not limited to:

  • Develop, own and maintain short, medium and long-term forecasting and capacity planning models across channels Voice, Web, Chat, email & fax and social.
  • Tracking and reporting of manpower expenditure against budget and plan (circa 6m.) Identifying risk and potential overspend of rolling cost against budget and year end exit position.
  • Influence, inform and persuade while working with and contributing to stakeholder decision making around recruitment strategy (heads of function and director level.) Be able to identify risk and provide options to mitigate exposure from a cost and service level perspective.
  • Lead forecasting activity across estate for all major markets. Detailed knowledge of propensity to contact, customer drivers, seasonality and forecasting methodology to secure and maintain best in class forecasting accuracy and world class customer experience within budget.
  • Tracking of emerging or changing trends in customer behaviour across all markets and able to analyse and present findings and appropriate recommendations back across business levels (Operational – Director.)
  • Required to lead and support the development of junior team members through coaching, mentoring and tailoring skills-based activities as the SME within forecasting and capacity planning, to embed and foster a learning habit within self and wider team.
  • Required to provide impact assessment and deep dive analysis into variance to forecast and performance which may be detrimental to service parity. To be accompanied by clear action planning / strategy to redress and mitigate any perceived risk to operational performance.

Candidate Profile:

  • WFM: Subject Matter Expert in Verint WFM including start-to-end setup, forecasting, back-office (non-voice) planning, shift templates, adherence & skill mapping and user profiles management.
  • Telephony: Puzzel expert with the ability to create custom routing call flows, custom IVR messaging, custom skill profiles for individual and group users, management of line opening hours, custom opening hours.
  • Recruitment/Capacity Plan: own the customer care recruitment pipeline within Operations, generating recruitment sheets, managing FTCs, FWRs alongside Operations management, Talent and HR.
  • Problem solver. Experienced planner. Minimum 3 years forecasting and planning.
  • Experience with WFM and Telephony systems. Preferably Verint & Puzzel
  • Advanced Excel. Comfortable with VBA and automation. Minimum as a user, if not directly coding themselves.
  • Knowledge and application of Erlang
  • Formally qualified in Contact Centre Management or possess specific skills-based training via professional bodies which is appropriate to the role (i.e., The Planning Forum.)
  • Analytical approach, ideally with a background in business, math, or an appropriate statistical background.
  • Understanding of compound shrinkage and budgeting for shrinkage in long term plans.
  • Strong communication and presentation skills.
  • Ability to work under pressure and prioritise workload to meet deadlines.
  • Ability to work under own initiative as well as collaboratively.
  • Able to solve problems, demonstrate initiative, and open to continuous improvement and learning.
  • Flexible and enthusiastic approach to work, with exceptional attention to detail.

What we offer you:

  • Rewarding salary packages
  • Contributory pension scheme of up to 6%
  • Opportunity to buy & sell holiday
  • Gym membership discounts
  • Contributory hospital and health cash plan
  • Cycle2Work scheme
  • Eye care vouchers
  • Free Lifeplus nutritional and personal care products at work
  • Life Assurance
  • Discounts on leading brands and retailers
  • Membership with the Professional Planning Forum

Hours and Days:
37.5 hours per week between the hours of 09:00 to 17:15 Monday- Friday

Lifeplus House, Little End Road, St Neots, PE19 8JH
Hybrid Working with 1-2 days per week in the office

The responsibilities and attributes listed above is indicative it is not exhaustive and is not designed to limit or inhibit the way we work or how the role develops. This is intended to be a fluid document and indicates how we currently see the role.

  • Please note: The successful applicant will be required to undertake a criminal record check.
  • Please advise us in advance if you have any special requirements if you are asked to attend an interview

Find out more & apply now

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