Job Summary

An exciting opportunity has arisen for a WFM Planning Analyst within the existing Resource Planning Team. Reporting directly to the Planning Manager, the role is pivotal in supporting the planning cycle and optimizing resources against different client demand levels and budget delivery. The right candidate will be the subject matter experts for the campaigns they are responsible for. They will provide insight and direction of client accounts through proactive data lead analysis, identifying trends and suggesting areas for improvement. All through application of best practice processes and approaches. 

Main Job Requirements 


You must be able to demonstrate your ability to plan, prioritize, organize and review the progress of your own work ensuring that all plans are followed and timescales and objectives are met. 
You will be able to adapt to a variety of situations whilst understanding and appreciating different and opposing perspectives. 
Ability to integrate into an already successful team 
Demonstrate your ability to work under pressure 
Open-minded and flexible in dealing with circumstances as they arise 
Excellent attention to detail with Excel experience 
Committed, enthusiastic, positive, resourceful and resilient 


Key competencies 


Open, approachable, a proven team player with strong communication skills 
Proven problem-solving skills and a sound analytical approach 
Ability to manage own workload to meet tight deadlines 
Ability to work under pressure whilst maintaining accuracy 
Ability to build strong working relationships 
Self-motivated with the ability to motivate others 
Organized and structured in approach 
The day-to-day delivery of accurate Contact Centre Forecasting, FTE Requirements and Scheduling short, mid and long range 
Contribution to the management of client relationships 
Serve as subject matter expert in all things WFM 
Supporting Planning Manager with reporting of accounts staffing position and outlook, as well as any project work as and when required


Qualifications & Experience 


3 years’ experience working in a Resource Planning / Workforce Management team 
Knowledge of NICE IEX tool required, additional WFM systems knowledge would be an advantage 
FTE sizing/Account sizing (Modelling) experience is desirable 
Advanced MS Excel skills


We thank all applicants for their interest. However due to the large volume of applications we receive, only shortlisted candidates will be contacted.