Planning and MI Analyst Rotherham, Barnsley £25,000.00-£28,000.00

Planning and MI Analyst

Location: Rotherham, Barnsley |
Salary: £25,000.00-£28,000.00 |
Posted: 29 Jul 2020 |
Closes: 2 Sep 2020 |
Job Type: Permanent & Full-time |
Business Unit: UK Central Government Services |
Region / Division: UK & Ireland |
Reference: 9006

Role Responsibility:

Planning & MI Analyst

Rotherham (S63 7ER)

Full time, 40 hours per week

Up to £25,000.00- £28,000.00 per annum 


Our G4s Customer Contact Centre in Wath Upon Dearne provides advice and support to the public on behalf of our clients – we have experienced rapid growth and are now a team of over 400 people who spend their day - helping people.


This is a key position within our Workforce Planning Department and requires an energetic self-starter who has the ability to pro-actively anticipate future workforce demands using planning tools and MI to make decisions and offer solutions.


You will deliver a robust operational staffing plan to ensure the business is enabled to meet and deliver contractual obligations


Working alongside the Planning & MI Manager – you will:

  • Optimise customer service performance through the provision of accurate and timely forecasts across a multi-channel high demand customer operation
  • Ensure sufficient resource is available to meet workload demands whilst maintaining efficiency and profitability. 
  • Guide and inform the recruitment, training and off-boarding schedule through the provision of detailed demand and capacity forecasts
  • Support the bid and contract onboarding process through the development of bespoke workforce management models and tools
  • Produce effective resource scheduling to maximise and optimise  performance to meet service and commercial objectives
  • Review and monitor the operational adherence to plan - championing and influencing RTA whilst encouraging operational ownership and best practice CCC management
  • Liaise, interact and influence across the operational management teams on all matters resource planning related
  • Provide support with client or company related project work, process or policy change liaising with all key stakeholders
  • Proactively feedback service and efficiency improvements identified ensuring to influence and drive continuous improvement
  • Perform ad hoc analysis of data in order to find the root cause of problems or `what if’ scenario management
  • Prepare reports which determine call volume, calling patterns, service trends and staff productivity
  • Understand the escalation process and implement when necessary.
  • Work as a team to support colleagues.
  • Have the ability to work in a fast paced environment.
  • Deputise for the Planning and MI Manager in their absence

The Ideal Candidate:

Essential skills and experience

  • High level of ability using Microsoft packages such as excel, word.
  • Have a proven conscientious and well organised approach to workload.
  • Working under own initiative and the ability to plan effectively in order to pre-empt potential issues and counteract effectively.
  • Highly analytical, astute individual
  • Have a good standard of written and spoken English.
  • Working as part of a team
  • Attention to detail
  • Have a positive working attitude and work ethic
  • Have good timekeeping skills, behaviours and a professional manner
  • Be adaptable, welcoming to change and able to follow instruction
  • Planning workloads & resource
  • Decision making as part of a wider team
  • Call centre environment
  • Liaising and communicating with Senior management & key stakeholders


Desirable Skills and Experience

  • Resilience in pressured situations
  • Commercial understanding & continuous improvement
  • Use of WFM tool such as Teleopti


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