Planning and MI Analyst x 2
Quorum Business Park, (12/1322)
Permanent, Full Time (37.5 hours per week)
£22,000 - £25,000 per annum
Home Group opens doors for people across Britain and we're building 10,000 new affordable homes in the next five years. We're a UK-wide social enterprise with a turnover in excess of £300m. A leading provider of care and support, we aim to give outrageously brilliant service to all our 70,000 customers and clients.
We are passionate and committed to equality and value diversity and through inclusive and flexible working practices we provide equality of opportunity to everyone.
Following a recent successful restructure of the team, we currently have 2 new opportunities for Planning and MI Analysts to join us at an exciting time. Working from our state of the art contact centre based at the Quorum Business Park where you will support the Senior Planning and MI Analyst to ensure that timely and accurate MI is produced to support the short and long term modelling of the Customer Service Centre.
The Resource Planning cycle is executed for the Home Group Customer Service centre, areas adopted are Planning, Scheduling, Real-Time, and MI. You will be responsible for delivering fast, easy to use, accurate data and always looking to continually improving MI to support the Customer Service Centre to drive operational performance. You will be responsible for generating performance reports to the Executive and Leadership team.
KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED
- Relevant experience in using, configuring and reporting from contact centre workforce management and call management software - Blue Pumpkin and Avaya CMS would be desirable.
- Relevant experience in producing short and long term contact centre resource plans, with associated MI, commentary and trend analysis for a multi-skilled, inbound and outbound service centre.
- Experience and understanding of contact centre call routing, planning and shrinkage methodologies and experience in applying them to drive efficiency and performance.
- Experience of producing wider performance information in a large, complex and multidisciplinary environment in a timely and accurate manor with meaningful commentary.
- Experience of producing accurate, timely reporting with meaningful analytical commentary.
- Experience in relevant data extraction and manipulation tools and techniques including: Advanced Excel, VBA and SQL are essential.
The successful candidates will be highly numerate and have experience of delivering complex data management information in a high pressure environment and the ability to develop key working relationships within the organisation and with relevant external parties.
If you feel this role meets your current and future aspirations we want to hear from you.