About the job
Join Our Team as a Resource Planning Analyst
We are collaborating with a leading utility company in Birmingham that is seeking a skilled Resource Planning Analyst and Process Improvement Manager. In this pivotal role, you will oversee reporting and analysis while managing the operational aspects of our Call Centre.
Your expertise will be instrumental in driving process enhancements across departments. You will assess existing workflows and propose actionable improvements. Experience with Workforce Management (WFM) systems and project management is highly desirable.
Reporting directly to the Operations Manager, your primary responsibility will be to provide strategic and tactical planning and resourcing within the Customer Service Department.
Key Responsibilities:
- Collaborate with department managers to ensure timely production of monthly reports, aligning with key meeting deadlines.
- Establish a tracking system for monitoring progress against strategic goals, operational plans, and KPI achievements.
- Develop and implement effective planning, scheduling, and reporting controls for the Customer Experience area.
- Enhance workforce planning capabilities, producing resource plans and shift patterns while managing KPIs and SLAs, as well as controlling the overtime budget.
- Design and implement new processes to maintain consistency across all business areas.
- Analyze current processes and recommend improvements across departments.

