Customer Centre Support
£22,000 - £27,000 per annum, plus excellent benefits
Resource Planning/MI Analyst - Contact Centre
Salary: £22,000 - £27,000 per annum, plus excellent benefits
Location: Bradford, West Yorkshire
Contract: Fixed term 12 months
Hours: 37.5 hours
Anchor Hanover Group is the largest provider of specialist housing and care for people in later life in England, employing more than 9,000 people throughout England. We provide more than 60,000 homes for older people, and are a trusted care provider with more than 100 care homes.
We know that quality services start with quality people. We work hard to be recognised as a leading employer and are committed to retaining and attracting the best in our industry.
At Anchor Hanover Group we believe in values. We are Accountable, Respectful, Courageous and Honest. We believe our people should be proud of the work they do making a difference to society and our customers.
About the role
We’re looking for a Resource Planning/MI Analyst to join our contact centre team. This would suit you if you are an analyst looking for more autonomy or perhaps the step before a Planning Manager position. If you're interested in working for an award winning organisation then read on and apply.
You will be a Resource planning analyst and will be required to schedule and forecast workforce levels across our contact centre operation. You will have experience of making decisions through analysis of results and utilising BI reports to understand performance and recommend solutions. You will have experience of using workforce planning tools to build and manage resource plans that meet demand forecasts and experience of Call Forecasting
You will be primarily responsible for providing accurate operational resource planning and planning to achieve agreed levels of multi-skilling in Customer Services across all distribution channels. You will be working with companywide stakeholders to gain a complete understanding of inbound contact demand & offline tasks. You will be producing and publishing short / medium term forecasts & schedules for a multi-channel, and multi skilled Contact Centre operation. You will be supporting Team Managers to ensure sufficient time allocations are provided for the purposes of people management e.g. One to one’s, team meetings, personal development time.
You will have strong planning and organisational skills and a high standard of written and verbal communication, with the ability to problem solving skills and create solutions. You will have attention to detail particularly around statistics with the ability to work to tight deadlines and manage workloads effectively. You will have the ability to investigate data, delving into complex queries to unearth the next best action to improve results. You will be educated to GCSE standard or equivalent (minimum Grade C in Maths & English) and have an excellent working knowledge of Microsoft packages with advanced knowledge of MS Excel.
Hundreds of talented professionals with a range of specialist skills and experience based in our Bradford and London offices make up our Support Services. While we all do very different things, we work towards the same goal of improving the lives of the older people who live with us.
As England’s largest not-for-profit provider of care and housing for older people, we’re able to negotiate great deals and benefits for our people. Here are just a few of the things you’ll get when you work with Anchor.
Exclusive discounts on high-street shopping
20% off mobile phone contracts
Cashback on dental and medical expenses
25% off Private Healthcare