Resource Planning Analyst (Contact Centre)

Location: London, Colindale (Hybrid)

Term: 12 month Fixed Term Contract

Hi! We're UW.

We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings!

We’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you. 

Got your attention? Read on…

We put people first. It’s all about you..

The Resource Planning department performs many essential roles in the day-to-day and future running of the busy call centre - from understanding contact demand and business sizing three years out, right down to the on-day delivery of the plan.

As an Analyst within the Resource Planning team, you will be responsible for the forecasting, planning, and scheduling of several workstreams. You will ensure the business plans effectively to achieve its targets and that any risks or opportunities are highlighted well in advance.

Requirements:

• Proven experience in forecasting and resource planning for a contact centre/call centre (ideally multi-channel operations - Voice, Email, Chat/Messaging).

• Highly numerical with experience in analysing large, complex datasets to identify trends and patterns.

• Strong communication skills with the ability to engage comfortably with stakeholders at all levels of the business.

• Strong Excel and G-Sheet skills are highly desirable.

• Expert knowledge of WFM methodologies (ideally NICE or Genesys) and ACD tools (ideally Genesys).

Nice to have:

• Experience in a planning role that involved heavy collaboration with a BPO/Outsourcer.

• Experience planning for Back Office areas.

• Capacity planning.

 

We deliver progress. What you’ll do and how you will make an impact.

• Forecasting: Maintain and further develop detailed forecasts ranging from +3 years out down to interval-level projections. Ensure that all emerging trends are identified and understood, and that all change and marketing activities are assessed and reflected.

• Capacity Planning: Maintain detailed capacity plans, ensuring that agreed shrinkage and performance targets are reflected, current FTE actuals are accurate, and all future requirements are accounted for.

• Scheduling: Utilise the latest forecasts to ensure “best fit” scheduling of FTE to achieve the best possible service levels for our customers. As part of this, you will own the scheduling of team and business events.

• Stakeholder Management: Act as the primary point of contact for RP-related queries within your business units. You will meet with them weekly and monthly to discuss upcoming plans, facilitate decision-making, and analyse the impacts of potential resolutions.

• Performance Review: Review performance against previous plans to enhance future planning. Work closely with the Service Delivery Team to understand where scheduling was successful and where reactive action was taken to constantly improve the scheduling approach.

• Ad-hoc Analysis: Undertake data analysis as requested by operational departments and the Resource Planning Manager.

So why pick UW?

We’ve got big ambitions so there’s going to be plenty of challenges. There are also a lot of benefits: 

• An industry benchmarked salary. We’ll share it during your first conversation.
• Share Options and a Save as You Earn scheme.
• Hybrid working, with 2 days in the office. (We’re definitely open to discussing flexible working arrangements)
• Electric Car salary sacrifice scheme through Tusker
• Discount on our services and you get our coveted Cashback Card for free. You’ll also get access to 100s of rewards and discounts through Perkbox
• A matched contribution pension scheme and life assurance up to 4x your salary. You can also access free mortgage advice and a financial wellbeing tool.
• Family-friendly policies, designed to help you and your family thrive.
• Discounted private health insurance, access to an Employee Assistance line and a free Virtual GP. Our wellbeing app Unmind supports your mental health.
• Belonging groups that help UW shape an even more inclusive future.
• A commitment to helping you develop your career journey through learning, coaching and new experiences

Apply here!  

You’ve got this far… Hit apply - we can’t wait to hear from you! We welcome applications from diverse and varied backgrounds so get your application in and let’s chat!

Not sure you meet all the requirements? Let us decide! Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification, when in fact they often do.

We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered.

Please note, if you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.