Resource Analyst - Hemel Hempstead, Hertfordshire
We are looking for a Resource Planning Analyst to join our Guest Experience Team here at Butlin's
About the role:
The purpose of this role is to create accurate forecast and scheduling plans to ensure operational success across all channels in the Contact Centre.
Supporting contact centre leaders with timely and insightful performance reporting on both our team and guest measures.
You will look after all contact centre channels across social, webchat, e-mail and telephony and use the relevant providers and systems to manage these effectively.
As part of a team you will support and coach a permanent member of our team in a resource planning admin role who supports with the day to day.
You will be responsible for:
Accurate forecasting to create a weekly headcount and budget plan, which will ensure we have the right team at the right time to deliver a great guest experience.
Manage and report on shrinkages and ensure these are incorporated into all plans.
Discuss and implement surge management processes to help mitigate risk for any last-minute changes to plan.
Effectively communicate team plans highlighting any areas of risks (under staffing), and any areas of opportunity (over staffing) with solutions to mitigate risks or optimise use of opportunities.
Understand team productivity levels and factor this into headcount planning. Highlight areas for improvement and manage performance to develop the team and guest experience.
Develop close working relationships across various teams within Butlin's, including marketing, Web and operational areas.
Pro-actively communicate with team members (across all levels) within the business in order to obtain relevant data feeds into the forecasting and impact process.
Manage and report on performance, hours worked and shrinkages against plan. Highlighting and benchmarking appropriately with stakeholders to identify opportunities.
Lead and manage an Admin/Resource assistant to support with real time management, Admin functions and support daily business needs.
The role will predominantly be during core business hours, however, due to the nature of the role in managing contact centre channels which operate 9am-9pm 7 days a week, later working or weekend working may be required as well as supporting with out of hours emergencies.
We are looking for:
Confidently use recognised workforce management software tools e.g. Teleopti (Preferred), Verint, Aspect, Nice.
Experience of IVR and web-based technologies - multi-media contact centres.
Have a range of experience of real time call flow management.
Reliable and gets things done whilst taking ownership for their actions
Great communication skills
Attentive to detail with analytical capabilities.
We're introducing the UK to the new attitude and mindset of what Butlin's is and always has been about - having as much fun as possible. Whether you're a child or an adult, it's a place where you go all in, give everything, try everything, and have tons of fun doing it.
For over 80 years we've delighted millions of families by giving them a great time with memories that last a lifetime, and our much-loved resorts are places full of excitement, fun, variety and opportunity. We're not just here to do a job - we're passionate about Butlin's
Our founder Billy Butlin said: "You'll never get more out of life than doing a job that you enjoy." If you love people, join our great team who love to delight our guests. And you'll enjoy the opportunity of a lifetime. www.butlinscareers.co.uk
What do we offer:
Discounted Haven, Butlin's and Warner Leisure Hotels holidays for you, your family and friends
Reward and recognition schemes
Externally recognised qualifications to give you the opportunity to develop and progress
Lifestyle and shopping discounts and benefits
The safety of our team has always been our number one priority and now more than ever, we will raise our standards and expectations even higher. We have been working tirelessly since the start of the Coronavirus pandemic to find ways of being able to re-open our business by adapting how we operate, ensuring we continue to give our guests a great time with memories that last a lifetime, in a world of social distancing and an unwavering focus on cleanliness.
Why not follow us on facebook @Butlins Careers and LinkedIn @Butlins
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