How you will make an impact
as a Resource Planning Analyst Responsible for producing and developing forecasting models, analysing the information to identify and highlight deviations and improvement opportunities for the business.
Producing explanatory commentary, insights and recommendations to produce improvement plans.
Responsible for handling MI-related enquiries from other functions and provide ad-hoc analysis upon request from the wider business.
Design, implement and drive operational efficiencies to the Contact Centres, whilst ensuring you’re engaged with relevant stakeholders
Supporting with the development and implementation of the Contact Centre IVR using Avaya tools.
Develop and maintaining a consistent model, reporting analysis tools and methodologies.
Supporting the development of KPI’s, performance metrics and target setting processes.
The Swansea site is the Crisis Centre for TUI meaning that when world events occur which impact TUI Customers, Swansea is set up to support this and sometimes may open 24/7 to bring customers home. You will be required to support Swansea in Crisis situations.
There are many ways for you to get involved:
What you will bring as a Resource Planning Analyst
A skilled Forecasting analyst with excellent analytical skills, with scheduling and forecasting experience
Proficient user of Microsoft office packages including excel and data manipulation
Accomplished in IVR design and implementation, with a good understanding of Avaya or similar contact centre telephony platforms
Organised and detail orientated individual with strong analytical skills able to design/adapt databases
Create spread sheets and move data between applications
Ability to effectively interact with and influence all stakeholders including front line operational teams
Excellent verbal and written skill
There is more than one way to the perfect fit – here are some of the ideal things:
Home Working Requirements
You will have a suitable space that allows you to work comfortably and away from general ‘home’ activities
You will be required to have a suitable broadband connection that has a download speed of at least 10 Mbps and an upload of at least 3 Mbps
Be prepared to attend occasional onsite meetings/training to the Swansea Contact Centre when required