Senior Planning Analyst - Milton Keynes

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Senior Planning Analyst

Milton Keynes

PRIMARY PURPOSE OF THE JOB

The Senior Planning Analyst is responsible for headcount and operational expenditure across Customer Operations. The role holder will be accountable for taking a holistic view of Customer Operations budgets (including headcount governance, overtime and outsource spend) and ensuring the appropriate governance is in place to track against agreed spending limits.

MAIN RESPONSIBILITIES

* Undertake accurate forecasting for all relevant areas of the Customer Operations to aid in the planning of accurate schedules and achievement of service levels.

* Provide guidance to the planning analysts to enable the building of robust, cost effective schedules that provide a consistent customer experience by interval and maintain a consistent level of agent occupancy.

* Maintain accurate data to support effective planning. This will include but is not limited to the Work Force Management (WFM) system and FTE count.

* Highlight all threats and opportunities to key stakeholders in a timely manner offering solutions and recommendations as appropriate.

* Understand and report on call drivers, working closely with relevant stakeholders to understand reasons for customer contact and build into planning.

* Chair a weekly planning meeting to highlight the resource plan for the week ahead and give directions to the business around required changes to eliminate areas of over/under performance.

* Seek to implement best practice and drive the planning function forward via networking with people in similar roles in other organisations.

* Lead the delivery of accurate and robust resource plans for budgeting through to operational delivery.

* Challenge working practices by proactively providing value adding insight through planning data analysis to drive efficiencies and improve planning effectiveness

* Operate as part of the broader Customer Operations Directorate, working with and advising the operation and stakeholders on best practice as well as challenging them where appropriate and offer alternative solutions to drive improved outputs and protect the interests of the business.

* Manage key stakeholders to ensure 'buy in' and adherence to the resource plan by promoting the value of what the team do.

* Effectively manage shrinkage to ensure adequate provision for absence, holiday and off-phone activity whilst supporting overall business KPI achievement.

* Create an environment that embraces and supports change by providing guidance to all stakeholders across Customer Operations that helps facilitate change and achieve company strategy.

* Contribute to and help to drive the operational excellence agenda, and support the wider team.

EDUCATION, TRAINING AND EXPERIENCE

* Demonstrable experience in a planning role

* Planning and budgetary experience within a blended environment.

* Proven experience in the Contact centre industry.

* Experience of working to an outsource budget

* Experience of working within a productive hours contract

* Knowledge and experience of Avaya / Verint Blue Pumpkin WFM

* Knowledge and experience of rostering and scheduling

If you're interested in finding out more please click apply for your application to be reviewed