As a global resource analyst for customer care, you will be part of a team in a wider resource planning function and play a critical role in ensuring our global capacity and resource needs are met and managed.
You will be responsible for building, maintaining activity around our global budget management processes along with long range and shorter-term forecast activity that will include strategic modelling, benefits change tracking, along with the operational cadence of the forecasting, resource management processes to ensure we are set up for success, tracking accuracy and variance and operate in a controlled manner.
You will continually strive to ensure we are operating at optimum levels and cost and look to continually drive efficiency through the approach, challenging immediate term opportunities that we have for efficiency and improvement
The Details
Support delivery for our long range and short-term forecast activity for the global estate and the key mechanics for a successful operational delivery.
Be involved and deliver simple scenario modelling activity and benefits tracking and analysis.
Ensure accuracy and quality of output is high on outputs and support analysis of planning assumptions and work to close and highlight gaps where they arise.
Assist and support to ensure the cadence and resource planning activity to ensure the end-to-end planning process if fit for purpose.
Be a SME within Customer Care for resource planning and continually bring this subject matter expertise to the forefront to support business plans and goals where opportunities arise.
Be connected to the end-to-end resource planning activity outside the command centre and produce and share outputs through your expertise on tracking of impacts on performance and to highlight opportunities.
Continually support to track the accuracy of the resource plan and continually work to close accuracy gaps.
Work with the team to evolve the plan granularity and find the balance to deliver optimum results and improved awareness of its performance.
Collaborate with peers and work toward the development of best practice procedures within Planning to enhance outcomes and process for CC.
Be a POC and build meaningful relationships with our in-house and partner teams for all things resource planning.
Drive continuous improvement in all processes and systems used within Resource planning
Supporting our culture by championing Diversity, Equity & Inclusion strategies.
A resource planning professional with experience and building both long range and shorter-term forecasts and demonstrable experience of the end to end process.
Experience of resource planning in multi-site/multi partner multi-channel contact centre
An ability to navigate and manage data to achieve desired outcomes
Data efficient and considered expert level in associated tools – eg MS Excel
Excellent knowledge of Contact Centre systems and an expert level understanding of end-to-end WFM methodologies and process.
About You
A skilled operator in contact Resource Planning activity.
A solid communicator /storyteller and able to articulate information so its easily digestible
BeneFITS’
Employee discount (hello ASOS discount!)
ASOS Develops (personal development opportunities across the business)
Employee sample sales
Access to a huge range of LinkedIn learning materials
25 days paid annual leave + an extra celebration day for a special moment
Discretionary bonus scheme
Private medical care scheme
Flexible benefits allowance - which you can choose to take as extra cash, or use towards other benefits
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