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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 the role

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.

About you

You will need a good understanding of our customer operations, as well as Working Knowledge of key principles of Resource Planning, Real Time Management, Contact Centre drivers and key industry metrics.

This is a role where no two days will be the same, so you’ll be someone who enjoys a fast paced and dynamic workload.

You’ll enjoy problem solving and have the ability to quickly and effectively analyse data and make effective decisions. You’ll also be able to demonstrate effective stakeholder management skills.

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.
Annual Leave – For all of your hard work and commitment we’ll reward you with a whopping 33 days holiday inclusive of bank holidays, along with the option to purchase more.
Development - At YBS we want you to feel challenged. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey.
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.
Giving Back – You’ll have 31 hours of paid leave each year to get involved with purposeful and skills-based volunteering activities that support our local communities, such as financial wellbeing, financial resilience and financial education for schools. Together last year, we completed more than 11,000 hours of volunteering for our local communities.

Ready to apply?

If you’re excited about this role and want to be part of the YBS team, click apply now to send us your application.