Senior Resource Planning Analyst

Mill Lane, Digbeth

Job Details


UK Head Office - Head Office

Contract Type


Working Pattern

Full Time


£27,000 per annum

Closing Date

19/08/2022 11:00

Join us on the Journey...

We have an exciting opportunity for a Senior Resource Planning Analyst, who will proactively monitor customer demand and Advisor adherence to schedule and make any appropriate adjustments ensuring Contact Centre Service Levels are optimised. You will assist in ensuring the Resource Planning Cycle is achieved, by forecasting customer demand and aligning schedules to meet staffing requirements. Supporting the Performance Manager in creating using the forecast to manage the centre budget and adjust forecast as the year progresses.

As the successful candidate, you will demonstrate excellent knowledge of Microsoft Excel including VLOOKUP and Pivot Tables, along with strong analytical and problem solving skills. You will have good interpersonal skills with the ability to communicate effectively at all levels.

This role is blended between office and home working, between the hours of 0800 – 2200 any 5 from 7 days.

What you'll do...

  • Actively monitor call performance via 8x8 and Calabrio Teleopti WFM to take appropriate actions to optimize resources.
  • Maintain and complete Weekly & Monthly KPI Reporting for Executive Management team ensuring all data is accurate & provide commentary on insights learned in regards to performance.
  • System administrator responsibility for the Contact Centre Workforce Management solution (Calabrio Teleopti). Managing base cycles, new starters & leavers. Creation of monthly rosters in line with forecast requirements.
  • Overall responsibility for the Contact Centre Phone System solution (8x8). Responsible for maintaining and creating new phone IVR scripts, ensuring recordings are up to date and relevant. User management to ensure access to the system & phone queues are accurate.
  • To manage and administer the Contact Centre complaint management solution (iCasework) to ensure data accuracy for users & reporting creation when needed to gain insight into performance KPIs. Responding to changes to key contacts within the system and updating these in a timely fashion.
  • Manage the creation & evolution of the Contact Centre World Class Pathway to monitor KPIs for advisors to enable Team Managers to provide accurate and timely feedback in monthly 121’s.
  • Track and maintain Contact Centre performance metrics using Excel/Tableau from call statistics, complaint levels, social media volumes, sickness and absence %.
  • Assist the Performance Manager in the creation and continuous development of the Contact Centre & Customer Experience budget. Requirement to forecast FTE needs & understanding of the impact to cost.
  • Deputise for the RPA at times ensuring Annual Leave requests are responded to & training & coaching sessions are planned in line with forecast. Allocate work to advisors on an ad-hoc basis.


In return, we offer a wide range of benefits such as...

  • Free travel for you and your partner
  • Company pension
  • Access to NX Health Bus
  • Employee Assistance Programme
  • Variety of deals and discounts available through NX online portal


Things to note...

At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.

As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.



Your place in our world

Performance Manager
Senior Resource Planning Analyst