Location:
Remote (with occasional travel to our Hinckley head office)
Salary:
£28,000-£30,000 depending on experience (+£5k OTE*)
About Yopa
Yopa's purpose is to become the Estate Agent of choice by proudly and sustainably delivering for our customers, our local communities, and each other.
We pride ourselves on offering a bespoke, high-end experience, enhanced by our innovative, market-leading technology that empowers customers to track every step of their property journey in real time. Our service is further enriched by the expertise of our professional, dedicated local estate agents.
At Yopa, we believe that our success is built on the foundation of our culture and underpinned by our shared company values: Care deeply, do the right thing, execute with excellence and be frank and fearless.
The Role
We are looking for a Resource Planning Analyst to join our Contact Centre support teams. This role is vital to the smooth operation of the sales function and requires somebody who
(Real-time Analysis)
- Optimize call center resource and availability to align with call profiles or workload demands.
- Review real-time activity to minimize call queues and prevent call abandonments.
- Utilize workforce management tools to unlock the full potential of supported operations.
- Conduct trend analysis of operational performance, providing recommendations to enhance service levels.
- Manage operational staff for maximum productivity through real-time monitoring and effective rescheduling.
- Compile regular and ad hoc Management Information (MI) requests, prioritizing data accuracy and quality commentary.
(Planning/Scheduling)
- Implement and manage operational planning solutions for a 60 FTE call center to meet customer demand and achieve SLAs.
- Evaluate and optimize working schedules across contact center teams, including employee rotas and holiday schedules.
- Embed solutions to enhance resource productivity and identify opportunities for improvement.
- Maintain and refine forecast models for short to medium-term capacity planning (0-6 months).
- Prepare, analyze, and present data in meaningful presentation packs for Senior Management visibility.
(Dialler Management)
- Strategically plan and optimize outbound campaigns to maximize contact rates and campaign effectiveness.
- Analyze performance metrics related to dialler operations, ensuring adherence to targets and KPIs.
- Implement and oversee dialler technologies, evaluating and adopting new tools for efficiency.
- Proactively identify areas for improvement, implementing continuous improvement initiatives.
- Ensure strict adherence to regulatory requirements and compliance standards in outbound communications.
About You
- Minimum 2 years experience as a Real Time Analyst
- Preferred experienced in either resource planning and/or outbound dialler
- Strong analytical and problem-solving skills, with proficiency in data analysis tools.
- Excellent communication and presentation skills.
- Software experience including contact center software (e.g. WFM, CRM, telephony systems)
Life at Yopa
- Up to £30k per annum depending on skills and experience + quarterly bonus
- Dedicated training and development - to build the foundations to a long-lasting career
- Service discounts - for you your family and friends!
- Sickness & mental health support - to provide you with peace of mind
- Refer-a-friend bonus scheme - if you recommend us as a place to work
- Remote-hybrid working
- Wellbeing discounts - across food, retail and travel
- Generous holiday allowance - to switch off and relax
- Performance bonus' - to increase earning potential
- Company socials - to get away from the everyday and celebrate our successes