Senior Analyst Workforce Management

The F&P Administrator is an integral part of the Forecasting & Planning Team, delivering optimal intraday scheduling of activities by 15 minute intervals, supporting our operational teams and business strategy to provide exceptional service to our customers.

Working closely with colleagues across the business, you will ensure we have the most up to date and accurate information in our plans.

The F&P Administrator will be responsible for all administrative duties to support scheduling of resources and related activities, performance prognosis and scenario modelling, planning administrative duties, output & production, and identifying opportunities to optimise operational capacity to support customer contacts and deliver the best customer experience.

What will I be doing?

The F&P Administrator is an integral part of the Forecasting & Planning Team, delivering optimal intraday scheduling of activities by 15 minute intervals, supporting our operational teams and business strategy to provide exceptional service to our customers.

Working closely with colleagues across the business, you will ensure we have the most up to date and accurate information in our plans.

The F&P Administrator will be responsible for all administrative duties to support scheduling of resources and related activities, performance prognosis and scenario modelling, planning administrative duties, output & production, and identifying opportunities to optimise operational capacity to support customer contacts and deliver the best customer experience.

Whilst also creating new & better ways of operating utilising all available tools, insight, capabilities, and teamwork.

Key responsibilities include:

• Ownership of the intraday build of schedules based on agreed shift/contract portfolio, along with scheduling of interlocked activities.
• Delivery of tactical intraday forecasts
• Production of week ahead outputs, providing insight and recommendations to support delivery of service levels.
• Release of Overtime, Toil and Annual Leave allocation
• Conduct administration tasks to ensure our platforms and systems are kept up to date, aligning to current organisational design and individuals attendance patterns.
• To ensure all outputs are delivered on time aligning to the planning cycle
• To ensure that staffing shifts meet required ToD demand arrival patterns, with robust shift alignment in place that secures delivery of of operational SLAs interday
• Build and maintain accurate historical records
• Work collaboratively across the planning community, sharing knowledge and skills to aid the wider peer development of knowledge & best practices
• Build relationships with stakeholders and challenge where appropriate
• Take a proactive approach on all business tasks to support the Management Team
• Support and guide the wider team to ensure core priorities are consistently delivered
• Ensure that all Scheduling processes and models are kept up to date to maintain rigour
• Carry out any other tasks or duties as required by our senior management team
• Build intraday schedules & deviations based on agreed shift contract portfolio along with scheduling of all known activities
• Undertake analysis of operational metrics and performance drivers
• Optimise resource builds to drive most optimal performance prognosis & coverage
• Release of Overtime, Toil and Annual Leave allocation
• Conduct administration tasks to maintain our platforms
• Assess Supply requirements building resourcing plans that support targeted outcomes
• Support production of Planning outputs, including monthly/weekly packs, deviations, EoD/EoW summaries etc
• Undertake skill changes & maintain skill groups
• Update in-day resourcing exceptions ensuring the most contemporary capacity reviews are maintained
• Support the build and take ownership of new planning reporting as required
• Support Planning data & MI production

A proven track record of delivery and expertise in Forecasting & Planning, and resourcing & deployment activities

• Excellent system skills and a solid understanding of wider Contact Centre Tools (Genesys / WFM / QStory)
• Experience working within a contact centre environment
• Confidence to engage, influence and communicate with a wide range of stakeholders
• The ability to time-manage and prioritise workload
• Strong attention to detail

Energy sector knowledge (desirable)