Resource Planning Analyst


Premium Job From Experis IT

Recruiter

Experis IT

Listed on

23rd November 2017

Location

Manchester

Salary/Rate

Negotiable

Salary Notes

Negotiable

Type

Contract

Start Date

4/12/2017

This job has now expired please search on the home page to find live IT Jobs.

Resource Planning Analyst - 7 Months - Manchester

My client is looking for a Resource Planning Analyst for a project based in Manchester. The role will be full time on site and may require some out of hours working, the client can offer a competitive daily rate.

The role is working in a global business and technology leader, innovating in research and development to shape the future of society at large. Working in a company always innovating and thinking ahead.

Role Description

* Create daily/weekly/monthly call center forecasts using Aspect eWorkforce Management.

* Review forecasts and call center performance with the line of business and service delivery teams and recommend appropriate course of action to achieve service level, abandon call, cost, and revenue goals. Coordinate with Client owned sites and outsource partner workforce management teams to manage all aspects of agent scheduling and administration of all off-phone activities.

* Lead calls with Site management teams and/or Outsource Partner workforce management teams. Liaise with each site to ensure forecasts are provided based on contractual guidelines. Present monthly capacity planning inputs and updates to business owners.

* Provide monthly Full Time Equivalent (FTE) estimates and hiring plans for internal and outsource partner's centres.

* Provide monthly training requirements/plans and other off-phone activity coordination. Ensure that day of week, week of year, interval of day patterns, and forecasts are accurate and up to date. Track and analyze ½ hourly/daily call arrival and Average Hold Time (AHT) patterns and ensure agent schedules are optimized to achieve ½ hourly service level goals. Provide ½ hourly staffing requirements on a weekly basis to ensure that staffing is optimized to best meet call volume patterns and improve schedule optimization. Review forecasts with managers, supervisors, training, and other areas; and provide input for planning appropriate time for all off-phone activities.

* Analyze intraday call forecasts and communicate to management team; provide commentary to assist supervisors and managers in meeting daily/weekly goals. Consult department managers regarding appropriate time for overtime based on the call volume forecast and administer/communicate via eSchedule Planner and email. Oversee the entire schedule change process for mini bids, new hire class bids, and full department bids.

About the client:

A globally integrated enterprise, operating in over 170 countries. Employees, bringing innovative solutions to a diverse client base to help solve some of their toughest business challenges. In addition to being the world's largest IT and consulting services company, It is a global business and technology leader, innovating in research and development to shape the future of society at large. Its research, development and technical talent around the world partner with governments, corporations, thinkers and doers on ground breaking real world problems to help make the world work better and build a smarter planet.

If you feel you're a good fit or want to know a bit more about the role please contact me at

You are currently using an outdated browser.

Please consider using a modern browser such as one listed below: