Resource Planning Analyst

Location: Remote (with occasional travel to our Hinckley head office)

Salary: £25,000-£30,000 depending on experience (+£5k OTE*)

About Yopa

At Yopa, we believe in transforming the real estate experience for homeowners. As an innovative and customer-centric company, we are seeking a dynamic and detail-oriented individual to join our team as a Resource Planning Analyst. If you are passionate about optimizing call center operations, implementing efficient resource planning solutions, and driving continuous improvement, then this role is perfect for you!

Core Focus Areas

Planning/Scheduling

• Implement and manage operational planning solutions for a 60 FTE call center to meet customer demand and achieve SLAs.
• Evaluate and optimize working schedules across contact center teams, including employee rotas and holiday schedules.
• Embed solutions to enhance resource productivity and identify opportunities for improvement.
• Maintain and refine forecast models for short to medium-term capacity planning (0-6 months).
• Prepare, analyze, and present data in meaningful presentation packs for Senior Management visibility.

Dialler Management

• Strategically plan and optimize outbound campaigns to maximize contact rates and campaign effectiveness.
• Analyze performance metrics related to dialler operations, ensuring adherence to targets and KPIs.
• Implement and oversee dialler technologies, evaluating and adopting new tools for efficiency.
• Proactively identify areas for improvement, implementing continuous improvement initiatives.
• Ensure strict adherence to regulatory requirements and compliance standards in outbound communications.

Real-time Analyst

• Optimize call center resource and availability to align with call profiles or workload demands.
• Review real-time activity to minimize call queues and prevent call abandonments.
• Utilize workforce management tools to unlock the full potential of supported operations.
• Conduct trend analysis of operational performance, providing recommendations to enhance service levels.
• Manage operational staff for maximum productivity through real-time monitoring and effective rescheduling.
• Compile regular and ad hoc Management Information (MI) requests, prioritizing data accuracy and quality commentary.

Speech Analytics

• Conduct thorough analysis of speech analytics data to extract valuable insights related to customer interactions and agent performance.
• Monitor and evaluate speech analytics performance, ensuring effective capture and analysis of relevant data.
• Provide actionable insights and recommendations to improve call center processes and enhance customer experience.
• Manage relationships with speech analytics vendors, staying informed about updates and industry advancements.

About You

• Experienced in either resource planning, outbound dialler, real-time analysis, (desirable: speech analytics within a call center environment).
• Strong analytical and problem-solving skills, with proficiency in data analysis tools.
• Excellent communication and presentation skills.
• Knowledge of regulatory requirements and compliance standards in outbound communications.
• Software experience including WFM and HRIS