Resource Analyst - 6m FTC

Job Introduction

We’re looking for a highly capable Resource Analyst to join our Sodexo Command Centre based at Thorpe Park, Leeds on a FTC for an initial 6 month period. As the Resource Analyst you’ll be responsible for planning resource requirements across service desks and tracking benefits and operational efficiency. You’ll work in close conjunction with different business areas to understand their processes, workflows and targets and analyse both real time and historic data from a variety of sources to highlight areas of risk, potential service shortfalls (and good performance) and provide recommendations.

You’ll be comfortable using a variety of call centre technology including workforce optimisation, call recording and telephony systems, have brilliant attention to detail and be an analytical thinker who’s able to interpret data and identify trends, key issues and identify creative solutions. You’ll be a confident communicator at all levels and be able to listen to and question effectively.

You’ll be a well organised individual who can work flexibly, collaboratively, adapt quickly to changing priorities as well as your using own initiative to generate solutions. Customer experience will be at the heart of what you do, and you’ll be motivated to deliver a great service.  

This is an exciting time to join our Command Centre who continue to support a wide portfolio of clients.

This position will be based at our Command Centre at Thorpe Park Leeds, strict safety measures have been taken in our Command Centre to protect all of our colleagues.

You’ll work on a rota basis working 16 hours per week, 5 days out of 7 and shifts range between 6am and 8pm

Role Responsibility

• Use of call centre Workforce Optimisation systems to effectively manage future resource planning and real time delivery of KPIs.
• Performance reporting across all key metrics such as call forecast, AHT, abandonment, availability and provide detailed insight at intraday level
• Produce high-level long-term forecasts for a rolling minimum 6 week period. Scheduling resource to meet client demand and service level agreements.
• Perform specific deep dives into performance to understand underlying impacts of trends, changes to strategy and/or development activity.
• Continually reviewing recent volumes and resource planning to optimise service delivery based on real time activity. Proposing effective shift patterns to match business requirements, optimising performance within the Command Centre.
• To constantly monitor real time adherence in the Command Centre, e.g. the volume of calls expected on daily basis vs the actual. Working in conjunction with the Service Centre Manager and Team Leaders to monitor and manage the FTE levels and work activity of the operators.
• Maintain, develop, refine and update a suite of Command Centre Reports extracting the data from the Command Centre systems.
• Routinely analyse and draw out areas of risk and good performance areas from all reporting output to create insight and knowledge
• Act as a key point of contact for resource queries/ad-hoc work
• Support colleagues in the team with peaks in demand
• Manage and prioritise own workload and flag potential risks in delivery in advance.
• Regularly review own working practices to ensure they are as efficient as possible
• Ensuring that all relevant processes are mapped and regularly updated
• To identify where there are opportunities to streamline/automate any manual administration tasks wherever possible
• Responsible for own health and safety
• Play proactive role in BCP incidents and tests, on call out for BCP incidents

The Ideal Candidate

• Excellent working knowledge of Microsoft Office, Outlook and expert user of Excel
• Experience with and understanding of Call Centre Telephony systems and Call Centre fundamentals, including Workforce Optimisation and telephony systems
• Strong knowledge of the fundamentals of contact Centre planning, expertise in shrinkage models and Capacity Planning Processes and concepts
• The ability to build consistent and ad-hoc operational / client specific reports evidencing Command Centre Performance
• Detailed knowledge of service level dynamics and the impact of staff movement on key performance measures
• Experience participating in projects to drive process / productivity improvements within the Operational areas
• Knowledge and experience of BCP (Business Continuity Planning) management procedures
• Demonstrable experience of developing and delivering resource and forecasting models for Contact Centres

Package Description

£24,900 - 26,000 per anuum pro rata

We also offer Sodexo Discounts site promoting discounted mobile phone tariffs, savings across restaurant chains and days out, where you and your family can save money on everything from your weekly food shop to the latest cinema blockbuster and much more

About the Company

In the UK and Ireland, Sodexo employs some 36,000 employees to deliver integrated facilities management services to clients at over 2,000 locations in the energy, corporate, healthcare, education, leisure, defence and justice sectors. With an annual turnover of over £1bn, we provide everything from catering, cleaning and reception to security, laboratory and grounds maintenance services, enabling our clients to focus on their core business.

At Sodexo we are committed to a leading role in promoting equality opportunities and valuing diversity and inclusion. We seek to create a work environment based on mutual respect for all individuals, building a culture that appreciates and values the experiences and skills brought by each person to benefit our organisation and work hard to ensure that all people, whatever their race, colour, sex, gender identity  disability, nationality, national or ethnic origin, religion or belief, marital/partnership or family status, sexual orientation, age, social class, educational background, employment status, working pattern, are welcome to and included within our organisation.

We’re a Disability Confident Leader employer. We’re committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations.

We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to  support ex-forces personnel and reservists, those applying for jobs with us who meet the ideal candidate criteria for the role advertised are guaranteed to progress to the selection process.