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Senior Resource Planning Analyst
We are very excited to be recruiting for a Senior Planning Analyst to join the team who ensure optimal resource deployment across our Contact Centre operations.
About the role
It’s a great time to join The Very Group; Our award-winning customer care team are rewriting the rule book when it comes to brilliant customer service. Our Resource Planning team are industry leaders when it comes to developing Resource Planning proposition’s.
The team are experts when it comes to resource planning; all underpinned by insight led forecasting, with control of resource planning variables, the role will support Customer Service Strategy to improve customer experience and drive investment value.
Our Senior Resource Analyst will understand the impact planning can have on the wider business such as cost saving, FTE headcount, shrinkage etc. You will be able to present scenario plans and analysis at all levels in a way that engages the intended audience, including at a senior level, and encourages improvement and innovation.
We have a significant customer contact volumes. Delivery of an appropriate end to end planning proposition, with clear governance, decision making and continuous improvement will support delivery of value added resource solutions to our stakeholders.
Drive delivery of ‘Digital First’
Significant opportunities exist to migrate customers to digital channels. Leveraging industry knowledge and best practice is essential to building Resource Planning capability and mitigate against channel shift degrading customer experience.
We are making significant investments for customers. Your role will be to ensure resources are aligned to deliver value from these investments and give guidance on risk/opportunity.
Improving Customer Experience
We have a range of metrics that describe customer experience & gains in customer experience are the highest priority for The Very Group. You will need to ensure that the resource planning proposition compliments delivery of the correct customer experience across all our channels
You will deal with a wide variety of internal and external stakeholders in your current role so the ability to communicate and influence at all levels is paramount, as well as being a role model to others around you.
You will have worked in a similar Resource Planning role ideally in a large contact centre environment; understanding planning across various estate’s and the challenges that come with this.
You will be an expert in data manipulation and have a relevant degree or experience that will demonstrate your capabilities preferably a Statistics or other numerate discipline graduate.
You will be able to work in a fast-paced environment and deliver against stretching targets and deadlines. As such you will be a flexible and resilient character as well as being an excellent team-player.
How to Apply...
This is a fantastic opportunity to make a real difference in what is a really exciting time for the very group. If you are interested to find out more please contact the Talent Acquisition Team at or apply online.
The Talent Acquisition Team is managing this vacancy directly and will not be accepting CV’s sent by any recruitment agencies.
Please be advised, if successful in securing this position you may be required to undertake a credit, CIFAS and CRB check.