Real Time Resource Planning Analyst

Real Time Resource Planning Analyst
Swindon, Newport, or Billingham - hybrid working options.
Band D: £32,751

UKSBS is a public sector shared service centre providing high quality HR, Payroll, Finance, Procurement and IT services and expertise to our partners. We are proud of the part we play in enabling our partners to achieve the best outcomes for the British people and the UK economy.

It’s an exciting time to join UKSBS as we transform our business to be the leading UK public sector business service provider. We aim to become a very different organisation over the next few years as we move to a modern multi-platform, digitally enabled organisation.

As a business, we provide front-line (Tier 1) support for IT, HR, Payroll, Finance, and Procurement queries for customers. As a Real-Time Resource and Planning Analyst in our contact centre, you will be responsible for overseeing the real-time management and strategic planning of resources within our Customer Service and Service Desk contact centres. This role ensures optimal staffing levels, efficient scheduling, and effective use of resources to meet service level agreements (SLAs) and enhance customer satisfaction. 

This role will involve managing several contact channels, including phone, email, and service request (tickets). You will have strong communication skills as building relationships with the Contact Centre Team Leaders, our Training Specialist and across the team is key to ensure resource is in place to achieve our agreed SLA’s. Providing support in the development of our staff is crucial, which includes carefully scheduling training and other off-phone activities as needed and will be a key part of this role.

To do this role well you will need: 
•    Proven experience in workforce management, resource planning, or a similar role within a contact centre environment.
•    Experience of working with call centre systems and logging systems such as ServiceNow.
•    Experience with real-time management and scheduling in a multi-channel contact centre.
•    Knowledge of contact centre technologies and best practices
•    Strong analytical and problem-solving skills.
•    Proficiency in workforce management software and tools
•    Excellent communication skills with the ability to build positive relationships with customers and colleagues. 
•    Passionate about providing exceptional customer service. 

We look forward to hearing from you. 

We are UKSBS. We are creating a place where people love to work, a culture where we lead, we change, we deliver and we empower our people to be curious, take action and add value.

Submitting an application

If you wish to apply for this vacancy, you must submit your application by Tuesday 11th February 2024.

You must submit a CV and covering letter as part of the application process. Your CV should set out your career history including training and qualifications, with key responsibilities and achievements. Please ensure that each entry of your career history also has a few sentences outlining a description and the key elements of that role.

We reserve the right to close the vacancy early if we receive a high volume of quality applications.

Things you need to know

To be considered, you will need to successfully obtain BPSS before commencing the role, obtaining clearance usually takes 5-10 working days. 

UKSBS does not hold a Home Office Sponsor Licence under the UK Immigration System, therefore applicants must have eligibility to live and work in the UK at application stage.

Working pattern

This is a full-time role with team core working hours of 08:00-18:00 Monday to Friday. 

In return for your skills and experience, we offer flexible and hybrid working arrangements. Eligibility and the degree of home working will vary depending on the requirements of the role, further details will be discussed if an offer is made. 

Our people are the heart of our success. We are always looking for talented individuals to join our team and play a part in that success that’s why we invest and grow our workforce. In return for your talent and contributions, we offer flexible and family friendly working arrangements, a generous benefits package, an inclusive working environment that values your contribution, and opportunities to develop your skills and career with us.

Benefits
•    A generous annual leave allowance
•    Flexible working and family friendly policies
•    Excellent defined benefit pension scheme
•    Cycle to work scheme 
•    Season ticket loans
•    Employment Assistance Programme
•    Childcare scheme and on-site nursery (at our Swindon office)

Find out more about the benefits of working at UKSBS. 

Inclusion, accessibility, and adjustments

As an inclusive and Disability Confident employer, we welcome applications from a diverse range of communities.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition, we have a duty to make reasonable changes to our processes.

Find out more about out equality, diversity and inclusion commitment and vision.

For additional information, to discuss reasonable adjustments, or if you’d like a confidential discussion please contact our recruitment specialists.