Resource Planning Analyst

Main Responsibilities



  • Analyse and report on historical data and trends and develop forecast models

  • Completing budgetary, resource planning and performance analysis

  • Maximizing efficiency and occupancy while meeting service objectives

  • Optimising breaks times and reallocating resources to extract the best possible result against the KPI's of the business.


  • Reviewing scheduling efficiency and provide recommendations for extra hour requirements, shift alignment changes, attrition backfill, etc.


  • Acquire and apply advanced knowledge of the business, channels and their applications and processes

  • Delivery of team schedules based on this analysis

  • Coordinating the optimal weekly & monthly scheduling of meetings, training and other off-phone activity for agents

  • Schedule Administration within the Verint Platform

  • Generate long-term, medium term, short-term forecasts and flex



The Ideal Candidate



  • Educated to 3rd level (financial/business degree preferable)

  • Minimum 3 years of experience working in forecasting related disciplines in a multi-channel contact centre environment

  • Strong understanding of Verint system

  • Strong mathematical, analytical, communication, and organisational skills

  • Direct experience with WFM systems and forecasting/resourcing methodology

  • Previous experience in Stakeholder Management

  • Experience in a people management role essential

  • In-depth knowledge and experience of providing accurate forecast models

  • Ability to work in a fast paced and pressurised environment

  • Expert in MS Excel


What you need to do now


If you are interested in this role please apply below or contact David Carolan at Wallacemyers International on 014408367 or david.carolan(at)wallacemyers.ie



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