Resource Planning Analyst

Resource Planning Analyst GCC-Assurant To support the European operation by developing implementing and managing short- to medium-term forecasting models staff scheduling strategies and intraday resource management processes that accurately define detailed staffing requirements This position will be in Hyderabad Bangalore Chennai at our India location Working Hours 1 30 PM IST to 10 30 PM IST What will be my duties and responsibilities in this job Producing and conducting in-depth analysis of operational performance data to inform decision-making Acting as the subject matter expert on customer contact behaviour with a focus on identifying trends related to seasonality special events and school holidays Ensuring optimal scheduling of operational resources across Europe maintaining the highest standards of efficiency and service Continuously reviewing full-time flexible staff contractual agreements and advising senior leadership on necessary changes based on evolving customer demand patterns Monitoring and analysing the large population of part-time staff ensuring their working arrangements align with business needs Collaborating closely with outsourcing partners to share best practices and drive cost-effective resource utilisation Short term to medium term forecasting to deliver comprehensive resource models and cost initiatives across the contact centres Create accurate demand forecasts that consider demand trends and the impact of business changes Ensure accurate and timely production and delivery of daily MI month end MI and all other reports that are required to be produced internally for clients Develop maintain and implement appropriate tools and software to capture and track key performance metrics across a range of operational functions Continual improvement of existing reporting standards to reduce production and delivery time of all reports Identify develop and implement improvements to procedures working practices which apply innovative methods and technology Work with workforce management tools NICE WFM Work with telephony-based platform Cisco To proactively be available to all senior operational Management regarding resource planning and MI related queries Analyse customer behaviour versus resource working pattern availability Identify develop and maintain all schedules ensuring that the business has the most optimized shift patterns available Schedules are produced accurately optimized and are delivered to the operation in a timely manner Understanding the part this role can directly influence achieving service levels and how they are maintained at and above bespoke targets To regularly work with our outsource partners to review the optimization of their scheduling to meet out resource requirement needs New employees are built using system tools available Continually observes operational performance identifying trends and areas for investigation and analysis The foresight and creativity needed to initiate and manage positive improvements to working schedule practices and SLA performance A logical adaptable analytical and open-minded approach with the ability to influence and communicate at all levels Any change of hours requested from Contact Centre Advisors whether Informal Formal flexible requests are suitable with the business requirements Understanding skill requirements and priorities complete skill changes for all Contact Centre Advisors across all operational areas Create plans which work closely with Business Continuity in the event of a disaster recovery situation What are the requirements needed for this position Contact centre Industry experience in a similar forecasting scheduling or operational analytical role Understanding of forecasting methodologies and best practices Understanding of Resourcing - Attrition hiring throughput assumptions and its methodologies Proven track record in analyzing potential contact impacts Advanced use of Microsoft office packages including excel and data manipulation Understanding of database management CRM Contact Centre Telephony and workflow IVR Database experience using Visual basic XML PowerBI SQL Experience of working with omni channel tools such as web chat AI and speech analytics Has worked in and understands contact centre and back office functions processes Ability to interpret and analyse statistical data Strong communication skills with the ability to prepare presentations that present coherent concise and compelling plans English language C1 C2 written verbal What other skills experience would be helpful to have The ability to think outside of the box solving complex problems quickly and effectively demonstrating excellent decision-making skills The foresight and creativity needed to initiate and manage positive improvements to technologies working practices and performance A logical adaptable analytical and open-minded approach with the ability to influence and communicate at all levels Accuracy and speed when dealing with numerical and verbal data Ability to work to and exceed deadlines Takes ownership of demanding targets whilst maintaining an enthusiastic and positive image Understands the importance of a right first time approach Positive attitude to change and development Understands the importance of working as a team and its achievements Understands department objectives and how these fit into the wider organization Proactively strives to identify opportunities to improve performance and reduce costs