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Resource Planner / Real Time Analyst

Employer
hireful
Location
Durham
Salary
£25,247 per annum
Closing date
1 Apr 2019

View more

Function
Operations & Service Delivery
Sector
Community
Hours
Full Time
Contract Type
Permanent

Job Details

Resource Planner / Real Time Analyst 

Our client is committed to becoming the world’s leading land registry for speed, simplicity and an open approach to data, and aiming to achieve comprehensive registration by 2030. They are a government department created in 1862 to register land and property ownership in England and Wales. Our client contains more than 25 million titles showing evidence of ownership for more than 86% of the land mass of England and Wales and safeguards land and property ownership worth in excess of £4 trillion, including around £1 trillion of mortgages. 

Position: Resource Planning- Real Time Analyst 
Location: Durham & Swansea 
Job type: Full Time, Permanent 
Hours: Flexible working, Full-time, Job share, Part-time 
Salary: £25,247 per annum 
Benefits: Our client offers very competitive terms, conditions and benefits. They provide excellent opportunities for career progression, training and development. You will have access to Civil Service pension and benefits arrangements, generous leave allowances and flexible working – exactly what you would expect from a progressive employer. 

Closing date: 1 April 2019 

About the role: 

They have an exciting opportunity to join the newly formed Resource Planning Team within their Customer Support Centre (CSC). The successful candidate will have responsibility for real-time management of the CSC. There will be a specific focus on driving on-the-day performance across all CSC services ensuring optimum performance in relation to agreed Key Performance Indicators across multi channels and the multi-site operations. 

To be successful in this role you will need to effectively plan activities to ensure that resource utilisation is fully maximised and to ensure that the achievement of target service levels is not compromised; the activities to include communication, training, team meetings and other off-the-phone activities. 

The successful applicant will be accountable for analysing real time service level impacts and take appropriate action to ensure service level targets are met and analysis of daily / weekly / monthly CSC resource plans through skill-set analysis and call profiling ensuring that resource is best deployed to achieve service level targets in all areas. 

They'll assess you against these behaviours during the selection process 

- Making Effective Decisions 
- English and Maths GSCE or equivalent 
- Communicating and Influencing 
- Managing a Quality Service 
- Delivering at Pace 

Career Development Opportunities: 

- Opportunities to network and work across government 
- Career progression, training and development opportunities 
- Access to training opportunities including Civil Service Learning, which offers more than 70 classroom-based courses and online packages 

You may have experience of the following: Resource Planning Analyst, Contact Centre, Resource Planning Manager, Call Centre, Work Scheduling, Workforce Scheduling Analyst, Scheduling Assistant, Customer Service Centre, Resource Forecasting Analyst, Modelling Analyst, Real Time Analyst, Workforce Management, Workforce Manager, etc.

Company

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