Senior Resource Planning Analyst

Do you have extensive experience in Resource Planning? If so, we would love you to bring these skills to our team, helping them take the service to the next level!

Over the last two years, the SSCL Resource Planning team (RP) has been through a huge transformation project with embedding RP methodologies through the front and back-office departments, implementing a WFM tool in NICE IEX SSCL and growth internally within the team.

As a result, we are now looking for an experienced Senior Resource Planning Analyst to join the SSCL Joint Venture and continue its next phase of the journey.
This is a great opportunity is for an expert Planner to partner with varying internal colleagues and departments, handle the Strategic Models and deliver on Customer, Business and Financial objectives.

The role is remote, however there may be a requirement to visit one of our offices every now and then.

What you'll be doing:

• Understand the key short, medium and long term requirements of the business and translate these into meaningful resource forecasts.

• Ensure resource forecasts and variables are adhered to; identifying and reporting service deviations and make recommendations to improve future performance.
• Maintaining and updating Resource models, monitoring, and reporting to the business to help deliver agreed service levels and the achievement of goals for Front
  Office and Back Office areas.
• Providing regular communication with all colleagues and clients in the area of expertise providing regular business commentary.
• Where required, support the Bid Team with Resource Models and FTE modelling.
• Facilitating the planning cycle by ensuring information flows into the Scheduling and Real Time team whilst developing feedback mechanisms to improve on future plans.
• Adopt the standard process methodologies of the RP team, continually improve on the processes and lead from the front with the wider RP team on methodologies.
• Supporting the Real Time and Scheduling team in developing their own standard methodologies.

What you'll bring:

• Experience within a resource planning role within a back office / case management and contact centre environment.
• Understanding and experience of deploying and maintaining of Strategic Models / Capacity plans in an outsourced environment.
• Excellent understanding of Resource Planning methodologies including Erlang and Workload.
• Forecasting, supervising and reporting experience.
• Experience of working with workforce management tools would be vital, ideally with NICE IEX.
• Understanding of telephony platforms and associated data extracts is desirable i.e. Amazon AWS.

If you are interested in this role but not sure if your skills and experience are exactly what we're looking for, please do apply, we'd love to hear from you!

The Team are a member of Forum (the professional body specialising in RP) and therefore you will have access to accredited courses and training opportunities.

Although this role is advertised as full-time, we support different ways of working and can offer a range of flexible working arrangements. So, if you're interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.

Employment Type: Full-time Permanent
Location: Remote
Security Clearance Level: SC
Internal Recruiter: Theo
Salary: upto £37,500 DOE
Benefits: 25 days annual leave with the choice to buy additional days, life assurance, pension, and generous flexible benefits fund.

Loved reading about this job and want to know more about Sector/Company?

Shared Services Connected Ltd was established as a joint venture between the Cabinet Office and Sopra Steria, in 2013 as part of the Government's Shared Services Strategy for More hard-working Government programme and operates from four regional centres of excellence: Blackpool; Newcastle; Newport; and York. We deliver best in class business transformation programmes to across the Public Sector with a target to release one billion pounds of savings to the public.

We have established an enviable track record in the design and delivery of large-scale innovative HR, Payroll, IT, and Finance & Accounting solutions to significantly improve efficiencies and enhance service levels across Government and Public Sector.

Our clients include several government agencies including the Department for Work and Pensions, Environment Agency Department for Education, Ministry of Justice and Home Office as well as the Metropolitan Police Service and the Construction Industry Training Board.

We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We have partnered with Vercida , the UK's largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format.
If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us know when completing your application. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role. If you believe this could apply to you, please let us know when completing your application.