Real Time Resource Planning Analyst

at  Yorkshire Building Society

REAL TIME RESOURCE PLANNING ANALYST

Have you ever wanted to get under the skin of how we manage our contact centre operations?
Well, if you have and want a role where you can play a key role in delivering a great service to customers as well as learn and develop in a dynamic environment then we think you should read on.

ABOUT US:

At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.
Flexibility. We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you.
Development. We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.
Inclusivity. We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.

As our next Real Time Resource Planning Analyst you’ll be joining a team of 5 who provide essential support to our contact centre operations.

Using your understanding of business drivers and working with various stakeholders across multiple sites, you will deliver optimised plans and schedules to meet operational needs, whilst identifying opportunities to maximize the effectiveness of stakeholder resource. Day to day you will be;

• Delivering optimised plans to stakeholders, making recommendations for change or improvements maximising resource utilisation
• Providing intraday performance updates to stakeholders
• Managing daily workflow priorities to maximise stakeholder service level and resource utilisation
• Undertaking root cause analysis where service issues arise, make recommendations to stakeholders to mitigate future reoccurrence.