Resource Planning Analyst

Us and our culture.

Valda Energy is a fast-growing energy supplier, challenging the existing marketplace with a leading, tech-led, and customer-focused successful solution. We are passionate about innovation and challenging the status quo to deliver exceptional service and solutions to our customers. Driven by the desire to do right by all our stakeholders, we recognise that our people are our greatest asset. Our culture and employee environment are always evolving, from the introduction of new benefits to leading structured training opportunities, and of course frequent social events! At Valda Energy, you can be assured that you will be supported to be your best and be welcomed in to form part of our friendly team.

Our perks. ⭐️

• Annual Salary up to £30k 
• Company annual bonus scheme
• 25 days of annual leave plus bank holidays, plus length of service award up to 30 days
• Private Medical Insurance with Vitality Health
• Life Insurance policy, providing coverage at four times your salary
• Employee Assistance Programme offering confidential support and guidance
• Enjoy an array of complimentary snacks, drinks, and lunch options in our office
• Salary sacrifice pension scheme where we will match contributions up to 4%
• In-house learning and development team devoted to nurturing your talent, unlocking potential and propelling you towards being your best 

The role.

We take pride in ensuring that our customers receive the highest level of customer service. To support us to achieve this aim, we’re seeking an experience Resource Planning Analyst to work closely with our Contact Centre team. You will be accountable for resource optimisation within the Contact Centre through effective real-time analysis, forecasting, planning, scheduling, and utilisation of resources to achieve departmental SLA's and meet business demands. Evaluation of performance across the function, providing analysis and recommendations to increase efficiency, reduce cost or risk and inform operational and strategic decisions. 

The role will require you to create fit for purpose schedules ensuring resource is deployed in line with plan to achieve service level targets. Analyse performance and business information and make recommendations to achieve efficiencies within the Contact Centre. Work with stakeholders across the business to identify potential peaks and troughs in workload volumes or resources to reduce risk and impact to customer service and operational costs. Utilising information to make recommendations on the appropriate course of action.

How you will contribute. ✅

• Manage resource allocation across multiple channels – voice, live chat and emails
• Responsible for real time management within the Contact Centre teams
• Overall responsibility of creating and maintaining the management of employee schedules to ensure appropriate coverage during peak and non-peak times
• Ensures the overall efficiency of operations by monitoring real-time staffing levels and adjusting schedules or reallocating resources as needed
• Develop schedules for Contact Centre to ensure workload demands are covered
• Interpret data from telephony and WFM platforms to highlight trends in customer demand and react to changes in arrival patterns

What we are looking for.

• Prior customer Service/contact centre experiecne 
• Existing knowledge of the energy and/or utilities sectors (desired)
• Experience in workforce planning and optimisation
• Working knowledge of telephony platforms (desired)
• Strong analytical and planning knowledge

If you like the sound of this role, we encourage you to apply even if you aren’t confident that you meet all of the requirements – you may be just who we’re looking for. We are extremely proud to be an equal opportunity employer and actively encourage applications from all backgrounds. To make your recruitment experience with us accessible to you, we encourage you to let us know if you have any individual requirements. We are here to support you, so please reach out to our team on