Tactical Planning Analyst
Location – Home Based/Manchester
Full time 35 hours
Grade – Band CR1
We are the bank for people with purpose. The only bank born from the co-operative movement 145 years ago. We believe in the power of 'we' and putting values and ethics first. We are looking for talented individuals who want to make their next career move in a bank that celebrates co-operative spirit. We put the customer at the heart of everything we do and wholly embrace advocates who truly connect and endorse our brand. And did we mention we are award winning? Year on year award winners for our products, our customer service and our commitment to communities. What's not to love!
We are looking to recruit a Tactical Planning Analyst to work as part of a team, with responsibility for making short range and on-the-day resource decisions, to ensure the achievement of key customer SLAs across a range of business areas and activities.
Key accountabilities:
- Revision of call/workload forecasts within a four week window based on latest trends and activity plans
- Gap analysis on schedule fit with an focus on improving the outlook through activities like voluntary resource moves and activity optimisation
- Agree priorities for SLA delivery with the business and the use of multi-skilled resource to achieve those objectives
- Management of holiday booking process and the accurate configuration and balancing of holiday pots to ensure a framework and selection approach which is fair and balances the need of colleagues and the business
- Provide analysis and recommendations on periodic annual leave allowance/usage reports to enable the Operational areas to ensure that colleagues are utilising their entitlement through the year
- Ensure that colleagues get the correct level of individual training and development time and that group based activity (Team Meetings etc) are optimally placed and provide sufficient notice for team managers to plan effectively
- Co-ordinate break planning allocation to ensure that maximum and minimum sit time parameters are not breached
- Maintain team structures/alignment (flexible and fixed rotas) within agreed parameters and ensure up to date employee records/details
- Follow the JLM process
- Develop and promote workforce management self-service capabilities to reduce contact into the team
- Monitor the use of overtime and accuracy of shift premium payments ensuring that colleague payments accurately reflect their working hours
- Oversee periodic audits of Premium Pay entitlement/payments ensuring that colleagues payments accurately reflect their working hours
- Analyse on the day performance, identify route cause issues, and invoke contingency by re-assigning resource or making adjustments to schedules to mitigate any negative impact on performance
- Manage multiple real-time activities, with varying SLA thresholds, by making prioritisation calls and managing call routing and skill-sets
- Manage web chat concurrency
- To track on the day adherence/conformance to plan and productivity, across multiple sites and disciplines, with appropriate escalation
- To act as first point of contact for Incident Management and to vigilantly look to identify potential issues
- Manage resource related requests, activities and decisions that fall within a 4 week window (working hours, off-phone activity, resource balancing, and overtime). These will be via an email, telephony and face to face contact
- To proactively influence operational management to take corrective actions to get performance back on track when necessary and to escalate when experiencing challenges in this space
- To promote operational engagement and collaboration through regular communication and site visits
Key requirements:
- Proven experience in a Real-Time Management/Contact Centre Service Delivery role
- Working knowledge of WFM and telephony technologies
- Excellent communication skills – written and verbal
- Strong stakeholder management
- Numeric and analytical ability
- Evidence of proactive behaviours/performance improvement focus
What you can expect from us:
- 27 days holiday at start, rising to 30 days
- Competitive pension / income protection / life assurance
- 2 paid days for volunteering per year
- Positive working environment in contemporary offices
- Strong career path within Financial Services
- Family friendly policies and supportive working environment
- Recognition scheme and a culture in which we celebrate success
- Colleague network groups committed to inclusion and diversity within our Bank.
Our Bank is committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential. We welcome applications from talented individuals from all backgrounds and lifestyles who can work with us in maintaining a culture of belonging, where people are valued and respected.
If you require more information or this document in a different format, please contact our careers team.