Location: London, Colindale (Hybrid)
Term: 12 month Fixed Term Contract
Hi! We're UW.
We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings!
We’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you.
Got your attention? Read on…
We put people first. It’s all about you..
The Resource Planning department performs many essential roles in the day-to-day and future running of the busy call centre - from understanding contact demand and business sizing three years out, right down to the on-day delivery of the plan.
As an Analyst within the Resource Planning team, you will be responsible for the forecasting, planning, and scheduling of several workstreams. You will ensure the business plans effectively to achieve its targets and that any risks or opportunities are highlighted well in advance.
Requirements:
Proven experience in forecasting and resource planning for a contact centre/call centre (ideally multi-channel operations - Voice, Email, Chat/Messaging).
Expert knowledge of WFM methodologies (ideally NICE or Genesys) and ACD tools (ideally Genesys).
Capacity planning experience
Highly numerical with experience in analysing large, complex datasets to identify trends and patterns.
Strong communication skills with the ability to engage comfortably with stakeholders at all levels of the business.
Strong Excel and G-Sheet skills are highly desirable
Nice to have:
Experience in a planning role that involved heavy collaboration with a BPO/Outsourcer.
Experience planning for Back Office areas.
We deliver progress. What you’ll do and how you will make an impact.
Forecasting Maintain and further develop detailed forecasts ranging from +3 years out down to interval-level projections. Ensure that all emerging trends are identified and understood, and that all change and marketing activities are assessed and reflected.
Capacity Planning Maintain detailed capacity plans, ensuring that agreed shrinkage and performance targets are reflected, current FTE actuals are accurate, and all future requirements are accounted for.
Scheduling Utilise the latest forecasts to ensure “best fit” scheduling of FTE to achieve the best possible service levels for our customers. As part of this, you will own the scheduling of team and business events.
Stakeholder Management Act as the primary point of contact for RP-related queries within your business units. You will meet with them weekly and monthly to discuss upcoming plans, facilitate decision-making, and analyse the impacts of potential resolutions.
Performance Review Review performance against previous plans to enhance future planning. Work closely with the Service Delivery Team to understand where scheduling was successful and where reactive action was taken to constantly improve the scheduling approach.
Ad-hoc Analysis Undertake data analysis as requested by operational departments and the Resource Planning Manager.
So why pick UW?
We’ve got big ambitions so there’s going to be plenty of challenges. There are also a lot of benefits:
Apply here!
You’ve got this far… Hit apply - we can’t wait to hear from you! We welcome applications from diverse and varied backgrounds so get your application in and let’s chat!
Not sure you meet all the requirements? Let us decide! Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification, when in fact they often do.
We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered.
Please note, if you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.
We’re a community of over a million good-hearted go-getters who believe there’s a better way to do home services. And we’ve been helping people save time and money while running their homes for over 20 years.
We bundle essential services like energy, broadband, mobile and insurance into one simple monthly bill. But what really sets us apart is how we do it: with a nationwide network of local, friendly Partners who recommend UW to their friends, family and communities.
So you could say we’re both in your corner, and just around the corner.
For both employees and Partners, that means being part of something with real purpose. Whether you work in product, tech, marketing or customer service, every single person plays a part in supporting a business built on people helping people.
