Planning and Scheduling Analyst: People's Partnership

Manor Royal Business District; Crawley; On-site; GBP 25,000 - 35,000; Full time

Job description

In this role you will be responsible for the planning and scheduling of Customer Service Executives’ shifts and shrinkage activity.

Working closely with the management team within the Customer Support Hub to ensure appropriate levels of cover throughout the day on phones, email and webchat queues and tasks within the department’s responsibility.

Using live monitoring tools and historic MI you will be responsible for identifying trends and ensuring this is reported to the Leadership team within the department. Using MI and available forecasting, you will be responsible for ensuring the department is correctly resourced by managing shifts, ensuring skill sets remain at required levels by planning up skilling training and reacting to unexpected increases in volumes of work and daily absence to achieve department Service level agreements.

You will also be responsible for maintaining ACD agent skill sets within the telephony platform.

Duties and Responsibilities

1. Create and maintain Customer Service Executive’s shift schedules ensuring that shifts are optimally planned to meet the requirements and SLA’s across all contact channels and queues.
2. Monitoring incoming volumes across all queues to ensure the most appropriate staffing levels are set.
3. Ensure all necessary activities are planned and tracked, working alongside Team Leaders to support them with the effective management of their team.
4. Make recommendations to the Support Hub Leadership team such as skill changes, shift changes or overtime requirements to meet demand and SLA’s.
5. Maximise resource productivity by monitoring code usage, agent occupancy & adherence and managing off-phone activity.
6. Management and Ownership of annual leave approval and scheduling.
7. Deliver root cause analysis of performance using available MI.
8. To actively manage the Workforce Management tool, ensuring all staff information and shrinkage activity is recorded and maintained.

Skill/ Experience:

1. English and Maths GCSE grade C and above or equivalent.
2. Excellent communication, interpersonal and presentation skills.
3. Pro-active, ‘can-do’ behaviour and attitude.
4. Ability to meet deadlines within tight timelines.
5. Ability to work independently and as part of a team.
6. Previous experience of working in an analytical role within a contact/call centre or operations function.

You can learn more about how we support our employees on our website.

Disability Statement

People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.

Perks

Our people are our strength so finding ways to value and reward them is important to us. That’s why we offer an award-winning pension – it’s what we’re good at – plus health care cover, an onsite gym, access to a personal trainer; even the odd massage. And if they’re feeling peckish after all that activity, they can always refuel in our subsidised restaurant. Discover more of People's Partnership's employee benefits including our training programme, which is designed to give our people the support they need to develop a fulfilling career.