Job Title: Tactical Planning Analyst
Location: Derby
Type: Full-time
Salary: £28,400 - £34,500 depending on experience
About the Company
Our client is a prominent provider of contact centre-based services, managing over 4.5 million calls annually and serving a customer population of 11 million across multiple regions including the Midlands, Milton Keynes, and London. The organisation is renowned for its exceptional service quality and has been rated Outstanding by regulatory bodies. Committed to being an excellent employer, the company aims to deliver superior customer care and operational performance.
Job Overview
We are seeking a Tactical Planning Analyst to join our client's dynamic team. Reporting to the Tactical Planning Manager, you will be responsible for managing the short-term planning cycle (8 weeks to 2 days before live operations). This role involves optimising schedules, managing shrinkage, and negotiating plan adjustments to effectively balance supply and demand trends. Your contributions will be crucial to enhancing operational efficiency and maintaining high standards of customer care.
Key Responsibilities
- Utilise data, drivers, and forecasts to develop tactical and mitigation plans.
- Create efficient schedules across multiple channels including Front Office, Back Office, and Outbound.
- Negotiate offline time with stakeholders and Team Leaders to ensure adherence to Service Level Agreements (SLAs).
- Provide expert advice on working time directives, scheduling best practices, and efficiency improvements to senior managers and Heads of Department.
- Administer and optimise Workforce Management tools (such as NICE and CX One), offering training and support to colleagues.
- Support scenario modeling, mitigation planning, and schedule creation within the Tactical Planning window.
- Represent tactical planning opportunities within the broader Resource Planning Cycle to ensure a cohesive service strategy.
Experience and Qualifications
Essential
- Experience with Workforce Management (WFM) systems, preferably NICE.
- Strong negotiation skills with the ability to influence stakeholders.
- Experience in a contact centre environment with knowledge of the Multi-Channel Resource Planning Cycle.
- Proficiency in Excel for analysing large data sets.
- Proven experience in contact centre planning.
Preferable
- Experience in a digital environment (social media, web chat, email) alongside inbound/outbound calls.
- Advanced skills in PC and MS Office applications.
- Experience with change management processes.
Capabilities
- Excellent analytical skills with a proven track record of identifying performance trends.
- Ability to implement industry best practices in planning.
- Proactive approach to feedback for improving service outputs.
- Exceptional interpersonal skills and the ability to serve as a role model.
- In-depth knowledge of Contact Centre metrics and KPIs.
- A 'right first-time' attitude focusing on the quality of outputs.
Benefits
- Competitive salary and comprehensive benefits package.
- Health benefits including medical, dental, and vision coverage.
- Retirement savings plan with company match.
- Flexible work arrangements, including options for remote work.
- Opportunities for professional development.
If you are an experienced Tactical Planning Analyst looking for a rewarding opportunity to contribute to a successful business, we encourage you to apply.
Applicants must be located and eligible to work in the UK without sponsorship. Please note, should feedback not be received within 28 days, unfortunately your application has been unsuccessful. In applying for this role, you may be registered on our database so we can contact you about suitable opportunities in future. Your data will be managed in accordance with our Privacy Policy, which can be found on our website. If you would like this job advertisement in an alternative format, please contact MERJE directly.