We have an opportunity for a Resource Planning Analyst to join our Customer Management Centre’s (Contact Centre) team. This role will be based out of our site in Widnes (WA8 8HS) and will be reporting into the Resource Planning Manager.
The purpose of the role is to produce short/mid and long term demand profile and schedules to match it to deliver to the agreed service targets across all areas of Sainsbury’s Argos by meeting the needs of our customers and optimising resource in line with strategic direction.
Other aspects of the role include;
You will be tasked with maximising the efficiency of available resource hours within Customer Management Centre to enable delivery of strategic objectives within the agreed budget. You will also be Develop and optimise back-office planning methodology.
Support Resource Planning Manager in daily tasks and provide recommendations for improvements to processes, ways of working and ongoing business changes as well as risks
Analyse, optimise, design and produce shift patterns ensuring our people are in the right place at the right time for our customers.
Produce forecast profiles based on trends.
Acquire data from source systems and produce/develop a range of scheduled and ad-hoc MI for a wider business audience, in a timely manner that are clear, accurate and easy to interpret.
Provide a positive experience to Sainsbury’s Argos agents, through the holiday booking process, offering a variety of shift patterns and other activities that better agent work-life balance whilst ensuring service delivered to customers is not compromised
Work closely with Real Time team to gain performance feedback that would influence the need for improvements within scheduling / forecast profiling.
To be up for this challenge you will;
Have experience of operating within a Resource Planning team within a multi-site / multi-channel contact centre.
Be able to forecast demand and schedule to it using WFM and MS Excel.
Have advanced knowledge and experience in using WFM solutions, preferably Verint or NICE IEX and MS excel
Have exceptional numerical reasoning, attention to detail and accuracy
Have experience of gathering, interpreting and presenting information/data or managing an industry standard WFM application
Be self-motivated with the ability to plan and prioritise multiple tasks whilst working to tight deadlines
Understand planning principles from longer term planning to interval based scheduling
Have relevant experience in working with outsource partners
Be a self-starter, with excellent interpersonal skills being able to engage with stakeholders at all levels
Have strong analytical skills and be a creative and proactive problem solver.
In addition to a competitive salary and an exciting working environment, other benefits include a holiday allowance which starts at 24 days per year (which increases with service), share save scheme, discretionary annual bonus (max.10%), staff discount in the Argos/Habitat/Sainsbury’s stores and company pension scheme. You’ll also have the potential to develop your skills in a way that fits with your own aspirations.
Argos is currently leading the way as a multi-channel digital retailer. With over 800 stores, one of the most visited websites in the UK and our Fast Track proposition, Argos currently is at the forefront of the retail world with a market leading proposition. Now Argos is part of Sainsbury’s there has never been a more exciting time to join the business. With so much opportunity now is the time to apply and start your new journey with us.