Resource Analyst

Location:
Leeds
Department:
Business Optimisation
Salary:
Up to £30,000 + 3% flexible benefits + bonus + contributory pension
Closing date:
28/02/2018
Working hours:
37.5 Hours

Lowell is one of Europe’s largest credit management companies, with operations in the UK, Germany and Austria and a vision to be the best in its field in Europe. At Lowell we work with our customers to improve their financial well-being. We take the time to get to know each customer and better understand their individual circumstances, working out the best payment plan for them.  Our personal approach is why we’ve been awarded an Exceptional 3 star rating by Investor in Customer for the last two years.

We’re now looking for a Resource Analyst to join our growing team.

You’ll be responsible for:

  • Design, delivery and ongoing review of resource models to support both BAU activity and strategic projects.  Ensures the accuracy and integrity of the data used through detailed analysis and integration with both the Operation and Contact Strategy
  • Analysis [using SAS and SQL] of inbound response rates by channel to ensure the accuracy of current and future forecasts, in order to understand customer demand and optimal headcount requirements
  • Supports the delivery of detailed capacity models, ensuring accurate call volumes, call distributions and  FTE profiles are used
  • Uses new and existing techniques to improve current models to ensure robust output
  • Performance reporting across all key metrics such as call forecasts, AHT, abandonment, availability and provides detailed insight at intraday level
  • Work closely with key stakeholders across the Operation and Contact Strategy to ensure forecasts and responses remain accurate and robust, with the ability to model expected outputs and highlight areas of risk or opportunity to the Resource Manager
  • Provide detailed analytical insight for regular and relevant forums
  • Performs specific deep-dives into performance to understand underlying impacts of trends, changes to strategy and/or development activity
  • Identify and recommend key process improvements

You’ll need to evidence the following qualifications, skills and experience:

  • Demonstrable evidence of developing and delivering resource or forecasting models for Contact Centres [preferably within Financial Services]
  • Knowledge and experience of using workforce management tools within a Contact Centre planning environment would be an advantage
  • Experience of analysing key performance metrics associated with headcount, dialler and inbound call data
  • Previous SAS & SQL experience with the ability to perform detailed analysis using SAS, developing code and procedures due to specific requirements
  • Ability to present analysis and recommendations at a senior level
  • Team player with cross functional achievements
  • Experience working with large data sets
  • Ability to take ownership and resolve issues
  • Strong ability to analyse multiple data-sets and make recommendations based on trends and anomalies identified
  • Excellent communication skills both written and verbal
  • Ability to plan and manage large volumes of work and communicate effectively progress throughout
  • Strong attention to detail
  • A positive attitude, willing to contribute to the overall improvement and success of the business and working practices
  • Ability to work on own initiative or as a part of a team
  • Ability to adapt quickly to change and be flexible

The Benefits:

  • Competitive salary with discretionary bonus
  • Contributory pension
  • 3% flexible benefits - including cycle to work, critical illness, dental insurance, childcare vouchers, travel insurance, dining club, retail discounts and the option to buy up to one week’s worth of holiday subject to start date
  • Free shuttle bus from Leeds City Centre
  • Subsidised on-site restaurant
  • Free on-site gym
  • Excellent coaching and training


If this sounds like the role for you, and you’re eligible to work in the UK we’d love to hear from you.

So, apply today – what have you got to lose?!


Apply
Resource Analyst