Resource Planning and Management Information Analyst
FTC - 12 months
Based at Cray House, Maidstone Road, Sidcup, Kent DA14 5HU and Homeworking – Agile working
Full time, flexible 8am to 8pm Monday to Friday
Salary circa £39,000 per annum depending on experience and location
Resource Planning and Management Information Analyst Role Profile.docx
Closing date for completed applications:
2nd March 2021
Interviews will be held from:
11th March 2021
Our customers are the most important part of our business and as a member of the customer service centre, it is vital that you have the passion to deliver a seamless customer journey utilising technology to support a variety of contact channels. At L&Q, we are seeking the right individual to support our move towards providing our Customers the ability to talk to us across multiple platforms, offering an integrated and unified contact path whilst ensuring all regulatory guidelines are adhered to.
The Resource Planning and Management Information analyst will support with the customer service and debt management service delivery plans and forecasts. This includes maintaining and building upon the existing WFM tool (Teleopti), along with developing and producing management information reporting. The role holder will produce effective and efficient analysis and utilisation of staff resources, and measure performance against agreed SLA’s. Plan and forecast across multiple channels (inbound and outbound voice, email, social media, e-task and webchat) to support the CSC to meet service levels and performance goals.
- Excellent written and verbal communications skills, able to produce detailed and accurate forecasts and schedule plans with the ability to translate/communicate to internal Customers
- Highly analytical with strong organisational skills
- Self-motivated, flexible with a desire to deliver excellent results & new ways of working
- Experience within a contact centre resource planning team with a good understanding of workforce management, inbound, outbound and back-office methodologies and metrics
- Relevant workforce management experience in a fast paced, customer focused environment with advanced understanding of end to end resource planning methodologies
- Practical ability within a scheduling/forecasting/real time cycle, with a strong understanding of Contact Centre dynamics across omni-channel, resource implications and performance indicators
- Ability to collaborate various data sources into meaningful, engaging reports with impact
If you are looking for a challenging and rewarding role, this is the ideal role for you!
L&Q have a dedicated pandemic response team reacting to the current situation. The safety of our staff and our candidates is of the utmost importance. Every effort will be taken to ensure that safe ways of working are adopted throughout the Recruitment and Selection process. We are introducing extra precautions in line with UK Government Guidelines. Our recruitment processes will follow social distancing and COVID-19 Safe requirements. This will include the use of various technologies to support the interview process. Should candidates have any questions regarding this, or if you require additional support please let us know at the interview planning stage.
At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.
In addition to our support and training, the successful candidate will have access to our full suite of benefits including 26 days holiday rising to 31 days with length of service, annual bonus subject to group performance, excellent Pension scheme, an employee assistance programme and non-contributory life assurance
We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know during the recruitment process if you’re interested in part time working or job sharing. In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it’s feasible then we’ll make it happen.
We are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.
We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility