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Resource Planning and Real Time Analyst

Date: 18-Nov-2021

Location: Macclesfield, GB Edinburgh, GB

Company: Royal London Group

Job Title: Resource Planning and Real Time Analyst

Contract Type: Permanent Contract 

Closing date: 10th December 2021

Location: Edinburgh or Nether Alderley


Royal London is the largest mutual life insurance, pensions and investment company in the UK.  Since its foundation 160 years ago, Royal London has supported millions of people to protect and provide for themselves and their families.


Our culture is welcoming, friendly, flexible and we aim to make you always feel included. We welcome applications from individuals who have taken an extended career break or those who are transitioning from different sectors.


To support this we are always open to discussing flexible working arrangements and as we transition to hybrid working we will discuss working patterns or locations that ensure you have the freedom to be your best. It’s what makes Royal London a great place to work.


We believe that being together some of the time will help our colleagues to feel truly connected to our Spirit of Royal London culture. Many of us value the passing conversations, social interactions and building relationships that comes from being together in the office.


Role purpose

We are currently looking to recruit two Resource Planning and Real Time Analyst’s to join our team on a permanent basis in either Edinburgh or Nether Alderley. The main purpose of the role is to support the Senior Resource Analyst and Resource Planning Manager by producing accurate weekly and intra-day resource plans in line with short, medium & long term forecasts for Group Operations.


Key responsibilities

  • Optimise the workforce planning system (Teleopti) ensuring Group Operations is resourced as close to customer demand profiles as possible.
  • Engagement with key stakeholders for inputs, advise where necessary and track adherence to plans to ensure your accurate planning of resource meets Group Operations required service levels.
  • Works closely with Group Operations and wider business stakeholders to manage inputs and throughputs into relevant planning tools to support the intraday demand management picture that will support the business to effectively deliver its service level KPIs
  • Improve planning methods by streamlining processes and exploring new ways of working
  • Ensures delivery of accurate resource plans for short, medium and long term planning to assure the accurate planning of Group Operations resource needs to customer service level
  • Extraction and manipulation of intra-day staffing profile at a multi-site level.
  • Provides both detailed and concise MI/reporting to business stakeholders


Essential Criteria

  • Experience of a resource and analytical role in a customer service or operational support function
  • Previous exposure to Service Management environments
  • Proven experience of working cross functionally and in building sustained and effective working relationships.
  • Risk Management identification and resolution experience
  • Can translate complex issues and information into simple, key messages and deliver them in a variety of communication styles.
  • Strong time management skills
  • Strong organisational skills
  • Strong communication and influencing skills


Desirable Criteria

  • Previous experience in an resource planning or real time/intraday analyst role in a customer services or operational support function is preferred
  • Workforce Management tool experience (ideally TeleOpti)
  • Contact Centre knowledge (ideally Avaya)


What we offer

  • We've always been proud to reward employees by offering a number of benefits such as Pensions and Protection, Performance and role-related benefits, Lifestyle and Wellbeing 
  • Our culture comes from within, or to put it another way, it comes from our people. It’s what makes Royal London a great place to work.
  • Our People Promise is something we live up to every day. We know we can rely on you, and you can expect plenty from us in return.
  • Glassdoor have again ranked as among the best places to work in the UK 


We are an equal opportunities employer. We work hard to attract the best talent for our award-winning team. We believe that embracing difference makes us stronger. Our diverse people bring us different skills – whatever their educational background, disability, gender, age, sexual orientation, race, religion or belief.


In fact, the first pillar of our People Promise is designed to make sure you 'work somewhere inclusive'. We want to live up to this promise; it’s good for our people and good for our customers too, because our workforce should reflect our communities.

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