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Analyst Manager

Employer
Serco
Location
United Kingdom, Liverpool
Salary
Competitive
Closing date
8 Feb 2021

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Clearance Level
SC, None / Undisclosed
Sector
Defence, Policing
Job Type
Permanent
Key Purpose
  • Managing the Resource Planning sub function, part of the OutPerform Solutions Team, you must lead by example. Managing a number of resource planning analysts.
  • The Analyst Manager is a highly motivated individual who possesses an understanding of Contact Centre dynamics, has plenty of personal drive, takes a proactive and responsible approach to their work and is able to manage their time/workload effectively, in order to meet demanding deadlines, whilst managing a team of resource planning analysts.
  • Manage the output of the design & development of standard performance packs models to support various business areas in the delivery of performance targets. (Forecast models, Capacity Plans, Schedule Release Packs, RAP Packs, and Planning Packs etc.)
  • Influence and guide senior managers across the business to assist with delivery and performance through detailed analysis and reporting.
  • Manage maximum use of workforce management tool across all contracts and ensure all relevant processes are adhered to. Manage administrate the workforce management tool to manage and keep all relevant information up to date (Agent Date, Org Structure, Work rules, Holiday Management Information etc)
  • Provide the client facing support to the operational stakeholders during the post implementation phase of set successful BIDS.
  • Ensure on-going support and guidance to the operational stakeholders by creation of value-add opportunities through planning knowledge and techniques to improve and sustain performance.
  • Provide oversight and guidance on forecasting principals to clients to allow a more sustained and collaborative approach to a successful partnership. Act as a specialist to directly liaise with client support teams to validate on-going planning and delivery assumptions and provide recommendations and improvement opportunities to ensure the most accurate flow of assumptions for sustained success.
  • Become the focal point for review of performance and operational mitigation to ensure standards of delivery are not at risk.
  • Review performance of contract on an ongoing basis to ensure all assumptions remain valid and offer opportunities for review where prevalent. This may involve strategic decisions for change assumptions, shift optimisation reviews to working patterns that match customer contact behaviours to deliver business needs and overall lock down of assumption drivers.
  • Provide support and engagement with Forecasting, Planning & MI team to ensure delivery of Outperform Solutions and Operational Stakeholder product menu on an ongoing basis.
  • There will be a requirement to travel to other Serco sites, and on occasion client sites.


Key Responsibilities:
  • Management of 8-10 resource planning analysts.
  • Deliver ongoing review and enhance existing forecasting relationships both internally and externally and influence change efficiencies.
  • Continued focus on service improvements through Outperform Solutions both operationally and client facing to drive the most efficient operationally viable solution.
  • Ensure packs and outputs meet requirements and they add value. Make recommendations to help improve performance.
  • Ability to manage own workload, prioritise and proactively set expectations to key Stakeholders
  • Ensure 100% timely and accurate delivery of product menus. Which should be reviewed and signed off on a regular basis.


Essential Skills and Experience:
  • Extensive managerial experience within a resource planning role within a back office or contact centre environment with strong analytical skills to match.
  • Advanced understanding of end to end planning cycle resource planning methodologies.
  • Excellent understanding of how processes, performance and systems impact customer segments
  • Numerate and analytical, with ability to develop a mixture of simple and sophisticated forecasting and headcount models, integrating varying efficiencies, capacity planning & scheduling efficiencies and SLA outputs (adjusting for special occasions / outputs where appropriate).
  • Candidate will have experience of implementing forecasts and headcount models into operational reality, working with recruitment, training and innovation and operational stakeholders to deliver applicable plans.
  • Show ability to present and defend planning assumptions driving multi-million pound budgets where required.
  • Proven background in managing and developing analyst skill sets.
  • Previous demonstrable experience of forecasting, monitoring and reporting within a resource planning role
  • Ability to think analytically and logically when working with numbers.
  • Full understanding of planning utilising erlang and time series regression to determine factor driven results.
  • Commercial understanding of how changes to key contact centre metrics can impact business.
  • Strong stakeholder management engagement and presentation skills
  • A strong working knowledge of Microsoft Office is essential, in particular excel to an advanced level.
  • Excellent verbal and written communication skills


Additional Information:
  • Demonstrated ability to work independently at all levels of the organization.
  • Experience of working with workforce management tools such as Teleopti WFM is required.
  • Results driven, client management focus and commercial acumen would be highly desirable.
  • Developed interpersonal and organizational skills.
  • Demonstrated ability to multi-task.
  • Excellent verbal communication skills; good listener who is able to understand customer needs.
  • Conscientious and reliable individual who is self-motivated.
  • Friendly personality shows confidence and pride in delivering excellent service.
  • Prioritisation of personal workload to meet business needs.
  • Excellent interpersonal communication at all levels.
  • Eager to learn and willingness to continually improve.
  • Ability to take a project from scoping requirements through actual launch of the project
  • Open, trustworthy and can do attitude


About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

Apply

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

We're a Disability Confident employer and are committed to equal opportunities. If you have any additional queries, requirements or you need more time to apply, then please contact our recruitment team directly on 0345 010 4000. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

Serco supports fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required).

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