Banking Resource Anaylst

Undisclosed Company
Solihull, West Midlands
12 Sep 2016
26 Sep 2016
Manpower UK
Job Type
My Client a longstanding established UK bank is currently recruiting for a Resource Analyst. Its core business is to provide banking services including a range of lending solutions and savings products. The Group's diversified lending portfolio currently focuses on unsecured personal loans, motor, retail and SME markets, whilst its lending is entirely funded by customer deposits with no exposure to wholesale funding.
Job purpose;
To support Operational areas with capacity planning to maximise the levels of service we can provide to our customers via inbound and outbound activity. This is a role that requires significant planning skills and ability to make judgmental decisions on requests to ensure that various call centre targets can be achieved.
Key responsibilities;
*Using WFM screens to monitor agents' activity against planned activities, liaising with Team Leaders to identify reasons and update schedules where required
*Monitor forecast vs. actual contacts, AHT and agent numbers, liaising with operations to identify reason for significant variances
*Agree and maintain changes required to on the day schedules and optimise remaining schedules if required
*Liaise with operations to put in place pre agreed actions required to manage variance, in order to maintain contact objectives
*Assess impact of deviations from plan and highlight to Contact Centre Manager where contact objectives may not be achieved
*Produce adhoc reports to reflect performance
*Optimise schedules each day for following day to minimise schedule changes required on the day
*Monitor overall Adherence and highlight to operation non achieving areas/teams/agents within meetings
*Highlight short and long term reasons for non-adherence
*Identify opportunities for efficiency savings across business operational areas through the evaluation and analysis of call distribution trends.
*Regular assessment of shift rotations with a view to making recommendations to Department Managers on how existing FTE resource can be maximised.
*Continually reconcile actual call / administrative volumes against department assumptions and adjusting FTE requirement plans accordingly.
*Designing reports which identify trends in call centre KPI's including adherence, holiday management and absence trends.
*Contribute to post implantation reviews following the release of new product features or customer communications which may drive unusual customer contact.
*Working closely with training department and company directorate PA to ensure staffs are scheduled for company briefings and training programs.
*Assess daily tasks currently undertaken including release of schedules, holiday management & allocation of breaks and identify areas for automation.
*Liaison with stakeholders such as Marketing / Lending / Product to consider and to react to campaigns which may drive volume into the operational areas.

Required Skills, Knowledge and Experience;
*Working in a target driven environment
*Ability to give difficult feedback
*Good working knowledge of a contact centre environment
*Good interpersonal and communication skills
*Experience of having to make decisions based on own judgmental skills
*Ability to demonstrate strategic thinking
*Sound working knowledge of TotalView or similar WFM tool with proven track record and a minimum of 2 years' experience within the field

The working week is Monday - Friday, the opening hours are 8-7 so shifts can vary. Working every other Saturday 8-2 is also compulsory.