Resources Analyst

Resources Analyst

(Know at BCC as Intraday Officer)

Permanent

Grade 4 - £33,366 - £40,476

Consultation grade - subject to formal evaluation under the Pay Equity Review

Working 36.5 hours per week

As part of the Contact Centre team, we are looking to recruit an Intraday Officer. The successful applicant will be required to work in a busy team to support to 350+ staff members who work for the Contact Centre. This role will require someone who is able to review staffing plans and ensure the efficient allocation of staff to multi-channel queues in line with operational priorities. Liaise with colleagues to identify opportunities for best resource allocation and manage the multi-channel queues to ensure that resource is revised and allocated effectively to achieve agreed service levels.

The successful applicant will be required to operate within the one door vision of improving excellent customer service for Birmingham citizens as we as being able to:

• Review, monitor and communicate ‘real time’ issues and deviations that arise to staffing plans and forecasts and make recommendations to operations on appropriate action to mitigate.
• Deliver daily communication and briefings with Team Managers.
• Monitor Advisor adherence to staffing plans.
• Update workforce management system so that accurate Management Information is produced.
• Coordinate daily ‘off-the-phone’ activity with Team Managers.
• Optimise the distribution of Advisor breaks to ensure the maximum productivity of resource.
• Administer ad-hoc reporting and projects within operational delivery targets.
• Coordinate daily plans and revisions based on actual resources available and Contact Centre ‘on-the-floor’ requirements in line with operational strategy.

Knowledge of contact centre resource planning with a key focus on real time and intraday management principals would be an advantage as well as experience and understanding of Workforce Management technologies and experience of working in a multi-channel Contact Centre Environment Experience in using Telephony ACD systems such as Amazon Connect or similar.

Birmingham City Council is a Disability Confident Leader and committed to a fair, supportive, and inclusive recruitment process. Please let us know if you need any reasonable adjustments or additional support during your application.

For any informal enquires please contact: Nick Smith ([email protected])