FTC 5 months

Leeds

Full Time

£23,000 - £25,000 pro rata

This Financial Services organisation is looking to add a Resourcing Analyst to their team based in Leeds.

Overview of role:
To monitor delivery of SLAs and performance. Schedule the appropriate level of resource to deliver service levels and to monitor and manage the schedule adherence of individuals and teams within the business. Manage and maintain staff and team data in a timely manner to ensure accurate reporting is achieved.

Key Objectives and Responsibilities:

• Scheduling of all staff activity, including training and other shrinkages (e.g. holidays) to provide optimised resource coverage to support all business activities
• Manage absence reporting system
• Monitoring of real-time work flow queues and SLA delivery
• Monitoring agent activity on a daily basis including exception reporting
• Forecast workload throughput, carry-forward and capacity volumes
• Work with Team Leaders to identify performance management improvements
• Immediate contact with advisor if necessary to ensure correct adherence to schedule
• Pre-empt resource shortages prior to the event
• Communicate with Department heads to fully understand resource requirements and changes
• Work closely with and deputise for the MI & Resource Planning Analyst

Knowledge, Skills and Behaviours:

• Experience of using a WFM tool is essential Read analyse and interpret data
• Strong analytical Skills
• Excellent knowledge of Excel, Access and/or Business Objects
• Understand case management processes and impacts of change in the Operation
• Judgement and decision making skills
• Excellent communication skills verbal and written
• Experience of working in a case-handling/ customer service centre environment
• Attention to detail and accuracy
• Good numerical ability
• Flexible and adaptable to change
• Able to work as part of a team
• Ability to work on own initiative

Reed Specialist Recruitment Limited is an employment agency and employment business.
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