Job Description

Resource Planning Analyst, GCC-Assurant
To support the European operation by developing, implementing, and managing short- to medium-term forecasting models, staff scheduling strategies, and intraday resource management processes that accurately define detailed staffing requirements.
This position will be in Hyderabad/Bangalore/Chennai at our India location.
Working Hours: 1:30 PM IST to 10:30 PM IST
What will be my duties and responsibilities in this job?

• Producing and conducting in-depth analysis of operational performance data to inform decision-making.
• Acting as the subject matter expert on customer contact behaviour, with a focus on identifying trends related to seasonality, special events, and school holidays.
• Ensuring optimal scheduling of operational resources across Europe, maintaining the highest standards of efficiency and service.
• Continuously reviewing full-time flexible staff contractual agreements and advising senior leadership on necessary changes based on evolving customer demand patterns.
• Monitoring and analysing the large population of part-time staff, ensuring their working arrangements align with business needs.
• Collaborating closely with outsourcing partners to share best practices and drive cost-effective resource utilisation.
• Short term to medium term forecasting, to deliver comprehensive resource models and cost initiatives across the contact centres
• Create accurate demand forecasts that consider demand trends and the impact of business changes
• Ensure accurate and timely production and delivery of daily MI, month end MI and all other reports that are required to be produced internally & for clients
• Develop, maintain and implement appropriate tools and software to capture and track key performance metrics across a range of operational functions
• Continual improvement of existing reporting standards to reduce production and delivery time of all reports
• Identify, develop and implement improvements to procedures/working practices which apply innovative methods and technology.
• Work with workforce management tools NICE WFM
• Work with telephony-based platform, Cisco
• To proactively be available to all senior operational Management, regarding resource planning and MI related queries
• Analyse customer behaviour versus resource working pattern availability, Identify, develop and maintain all schedules ensuring that the business has the most optimized shift patterns available
• Schedules are produced accurately, optimized and are delivered to the operation in a timely manner
• Understanding the part this role can directly influence achieving service levels and how they are maintained at and above bespoke targets
• To regularly work with our outsource partners to review the optimization of their scheduling to meet out resource requirement needs
• New employees are built using system tools available
• Continually observes operational performance, identifying trends and areas for investigation and analysis
• The foresight and creativity needed to initiate and manage positive improvements to working schedule practices and SLA performance
• A logical, adaptable, analytical and open-minded approach with the ability to influence and communicate at all levels
• Any change of hours requested from Contact Centre Advisors, whether Informal/Formal flexible requests are suitable with the business requirements
• Understanding skill requirements and priorities, complete skill changes for all Contact Centre Advisors across all operational areas
• Create plans which work closely with Business Continuity in the event of a disaster recovery situation

What are the requirements needed for this position?

• Contact centre Industry experience in a similar forecasting, scheduling or operational analytical role
• Understanding of forecasting methodologies and best practices
• Understanding of Resourcing - Attrition, hiring, throughput assumptions and its methodologies
• Proven track record in analyzing potential contact impacts
• Advanced use of Microsoft office packages including excel and data manipulation
• Understanding of database management, CRM, Contact Centre Telephony and workflow IVR
• Database experience using Visual basic, XML, PowerBI & SQL
• Experience of working with omni channel tools such as web chat, AI and speech analytics
• Has worked in and understands contact centre and back office functions & processes
• Ability to interpret and analyse statistical data
• Strong communication skills with the ability to prepare presentations that present coherent, concise and compelling plans
• English language (C1/C2) written & verbal

What other skills/experience would be helpful to have?

• The ability to think outside of the box, solving complex problems quickly and effectively, demonstrating excellent decision-making skills
• The foresight and creativity needed to initiate and manage positive improvements to technologies, working practices and performance
• A logical, adaptable, analytical and open-minded approach with the ability to influence and communicate at all levels
• Accuracy and speed when dealing with numerical and verbal data
• Ability to work to and exceed deadlines
• Takes ownership of demanding targets, whilst maintaining an enthusiastic and positive image
• Understands the importance of a 'right first time' approach
• Positive attitude to change and development
• Understands the importance of working as a team and its achievements
• Understands department objectives and how these fit into the wider organization
• Proactively strives to identify opportunities to improve performance and reduce costs

Skills Required