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)

By applying for this role not only will your application be considered for this position but your details will be stored in our database and may be considered for similar future positions that may arise.

This means that the personal data contained in your application and provided to Wallace Myers International as part of the application process may be retained by us following your application and that you hereby agree to that.

If you do not wish to be considered for future roles or receive occasional emails with salary trends and industry trends from our marketing team, please let us know and we will respect your request.

View our privacy policy here

Share Job