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Resource Planning Analyst

South West, Gloucestershire, Rosehill

Support the Customer Experience Centre (CXC) and Customer Success Teams (CST) through the provision of effective and timely support services, including demand forecasts, schedules, and systems administration – to optimise resource and enhance service experience.

Support customer experience through in-depth analysis and insight into customer behaviour  across and within channels, influencing enhancements to the learner journey.

Key accountabilities:

• Produce detailed resource analysis to enhance fiscal controls and operational efficiency, both in-house and
  through outsource and third-party relationships.

• Produce accurate forecasts and resource plans for CXC, to ensure resources both on-site and through
  outsource partner are maximised for KPI/SLA delivery and efficiency.

• Re-forecast staffing requirements, both as necessary and in response to scheme development, product
  launches, or other unexpected changes in predicted volumes, to ensure that operational standards and
  customer service performance is maintained at optimal levels throughout.

• Produce effective staff schedules to match forecasted demand profile – to include offline activities such as
  annual leave, TOIL, training, meetings.

• Analysis of shrinkage (off-phone/out of office time) versus forecast, to inform future planning decisions and ensure resource is fully optimised.

You can find the full job description in the attached role profile below.

Skills, qualifications, and experience

• Excellent communication skills at all levels, both verbal and in writing.

• Excellent analytical, problem-solving, and decision-making skills.

• Minimum two years’ experience in a contact centre resource planning environment, including forecasting, scheduling, intraday management, and reporting (Strongly desirable)

• In-depth experience of a WFM system, preferably Teleopti.

• A high level of numeracy.

• Detailed knowledge of Microsoft Excel and other Microsoft Office tools.

• Excellent attention to detail.

• Innovative and proactive approach to change.

• Ability to use own initiative and organise workload effectively.

• Flexible approach to working patterns, to meet business needs.

• Outcome-focused.

Pacakge

12 Month Fixed Term Contract

Salary – up to £37,000

• 30 days annual leave (plus 3 concessionary days over Christmas and your bank holidays!)

• Flexibility – UCAS positively supports Hybrid working for its employees, meaning you can work between home and the office in a way that suits you and the business and also has a comprehensive Flexible Working Policy

• A generous pension scheme

• Hundreds of high street discounts and offers with Perkbox

• Internal training and development

• Subsidised gym and café

• Be rewarded for going above and beyond with our ex-gratia bonus scheme and Celebrating U, our quarterly employee recognition scheme

• Dedicated volunteer employee networks promoting wellbeing, awareness and inclusion.
   

If you have any questions and would like to find out more about the role before applying please email the Talent Acquisition team via careers@ucas.ac.uk and one of us will be in touch.

How to apply

Please visit our website by clicking on the Apply Now button to see vacancies and to download and complete our application form.

Hours Per Week: 35.00

Apply Now

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