Job description
At Intrum, you will grow by making a difference. You will do it in a highly international environment and in a supportive culture where effort counts.
At Intrum UK we are looking for a Workforce Planning Analyst to join our team.
This key role will see you ensure the business maintains appropriate staffing levels across a range of services by modelling future demand based on in-flows, actual performance and SLAs. In addition, you will be predicting future SLA adherence and working with operations regarding shift alignment for our front office call centre teams.
About you
You will have demonstrable experience as a Workforce Planning Analyst with previous working experience and knowledge of call centres and contact centre telephone platforms.
This role is an initial 6 month FTC with potential to be permanent.
Your key responsibilities:
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You will own and enhance the capacity planning models to reflect actual performance and SLA adherence.
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Ensure that operations, management and our clients have clear visibility of future requirements and SLA adherence.
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Working with operations you will ensure resource is aligned to call distribution accounting for trends and tracking the impact of operational change activities.
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Improve midterm Schedule efficiency during accountable timeline through shrinkage management rules in WFM.
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Working within operational budget and SLA’s you will monitor performance and productivity of individuals and teams.
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Challenge short term forecasts and ensure accuracy above a required threshold.
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Bringing new ideas forward you will process improvements focusing on cost reduction and efficiency improvements to optimise profitability whilst delivering an excellent customer service to our internal and external customers.
About us
Intrum is a multi-award winning industry-leading provider of credit management services. At Intrum UK we believe in leading the way to a sound economy and helping our customers become debt free in affordable ways. Our business is about helping others. Helping individuals in debt get out of difficult situations. helping companies get paid so they can grow, employ and prosper.
We want to make a difference by ethically supporting thousands of customers to pay off their debt. Our people care about treating our customers fairly and we care about our people - Winning ‘Best Place to Work’ and ‘Investors in People Gold’!
Do you feel that you might be the right person? Great! Apply now. Looking forward to hearing from you!
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