Job Description
Summary
Planning & Service Delivery is a key part of the business, encompassing capacity planning, forecasting and intraday service management of both Inbound and Outbound channels. This role is an excellent opportunity to provide positive input onto overall operational performance from long-term through to the intraday delivery of our operational plans.Job Description
Job Description
Resource Analyst
Location: Leeds, Thorpe Park, Hybrid working.
Together, we make credit work better for all! Our mission is to help customers on the path to becoming debt free; with a real focus on helping our customers pay off their debts in practical and affordable ways. We do this honestly, ethically and by treating our customers with dignity and respect.
We buy debts from lots of different companies in all kinds of sectors as well as provide collection services for other businesses. Our focus on sustainability, hybrid working, leadership development and career progression makes working at Lowell a rewarding experience.
As a Resource Analyst you will create, develop and maintain robust resource models across the Group, to ensure accurate and optimal headcount planning. Resource planning is a key part of the business operation, ensuring we have sufficient headcount to manage customer demand, based on existing and evolving customer strategies.
This role is an excellent opportunity to provide positive input into our target operating model and longer-term strategic plans, both to achieve commercial benefit and optimise performance.
Accountabilities and responsibilities:
Design, delivery and ongoing review of resource models to support both BAU activity and strategic projects. Ensures the accuracy and integrity of the data used through detailed analysis and integration with both the Operation and Contact Strategy.
Analysis [using SAS and SQL] of inbound response rates by channel to ensure the accuracy of current and future forecasts, to understand customer demand and optimal headcount requirements.
Supports the delivery of detailed capacity models, ensuring accurate call volumes, call distributions and FTE profiles are used.
Uses new and existing techniques to improve current models to ensure robust output.
Performance reporting across all key metrics such as call forecasts, AHT, abandonment, availability and provides detailed insight at intraday level.
Work closely with key stakeholders across the Operation and Contact Strategy to ensure forecasts and responses remain accurate and robust, with the ability to model expected outputs and highlight areas of risk or opportunity to the Resource Manager.
Performs specific deep dives into performance to understand underlying impacts of trends, changes to strategy and/or development activity.
What we need from you:
Demonstrable evidence of developing and delivering resource or forecasting models for Contact Centres [preferably within Financial Services].
Knowledge and experience of using workforce management tools for planning and forecasting within a Contact Centre planning environment, would be an advantage.
Experience of analysing key performance metrics associated with headcount, dialler and inbound call data.
SAS & SQL experience would be an advantage (but training will be provided) with the ability to perform detailed analysis using a range of analytical tools to maintain and develop future forecasting models.
Ability to present analysis and recommendations at a senior level.
Team player with cross functional achievements.
Experience working with large data sets.
Ability to take ownership and resolve issues.
A mission that gives back:
You’ll also have lots of opportunities to make an impact on your personal development. At Lowell we have a big focus on helping our colleagues develop their careers and grow with us, together.
So, whatever your culture, gender identity, religion, ethnicity, age, neurodiversity, or disability status, if you’re ready to help us make credit work better for all, we think you’ll fit right in.
Our people are our strength, so we build strong teams thriving with diverse voices, and offer benefits that can keep our people strong.
That means…
A competitive salary.
A discretionary annual bonus for a job well done.
3% flexible benefits; pick additional benefits or take as cash each month. Whether this is extra holiday or dental cover there will be something for you.
We are committed to a hybrid working environment, where we will ask you to work in our Leeds office, which will be based in Thorpe Park. Our new purpose-built office to support collaborative working and those meaningful moments you’ll only get from being in the office.
Free parking when you are in the office and when working from home, you’ll be fully equipped with everything you’ll need to be successful.
28 days holiday plus public holidays with the option to purchase up to an additional 5 days.
Life assurance.
A fantastic culture with more little perks along the way including, self-development opportunities, recognition awards and on-site facilities to support the varying needs of our colleagues.
Wellbeing support and a programme of webinars and classes geared towards mindfulness.
Make that first move and apply today!
#Hybridworking #togetherwegofurther
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