Tactical Planning Analyst Skelmersdale/Manchester/Remote

CR1 £22,000 - £28,000

The Co-operative Bank has been rooted in distinctive co-operative values and ethics, underpinning how we run our business and providing customers with a real ethical alternative for 150 years. 2022 marks our 150th anniversary of ethical banking, we remain committed to our co-operative heritage, and values in all that we do. It is our unwavering commitment to these values and our unique customer-led Ethical Policy, which has made us a natural leader in environmental and social issues today, resulting in the bank being rated as the UK’s best Environmental, Social and Governance (ESG) rated high street bank by leading ESG ratings agency Sustainalytics.

We have pioneered the banking industry on ethical issues for 150 years, but we know there is more to do. There has never been a more pressing time for our bank to focus our efforts on causes that matter to our customers and colleagues. So why not join the UK’s original ethical bank in our values, ethics as we continue our ambitions to lead the industry on environmental and social issues in 2022 and beyond.

The role:

As a Tactical Planning Analyst, you’ll work as part of the team with responsibility for making short term & on-the-day resource decisions to ensure the achievement of key customer SLAs across our contact centres within Retail, SME & branches.

Key Accountabilities:

• Revision of call/workload forecasts within a four-week window based on latest trends & activity plans

• Gap analysis on schedule fit with a focus on improving the outlook through activities like voluntary resource moves & activity optimisation

Management of holiday booking process & the accurate configuration & balancing of holiday pots to ensure a framework & selection approach which is fair & balances the need of colleagues & the business*

Provide analysis & recommendations on periodic annual leave allowance/usage reports to enable the Operational areas to ensure that colleagues are utilising their entitlement through the year*

• Monitor the use of overtime & accuracy of shift premium payments ensuring that colleague payments accurately reflect their working hours

Analyse on the day performance, identify route cause issues, & invoke contingency by re-assigning resource or making adjustments to schedules to mitigate any negative impact on performance Manage multiple real-time activities, with varying SLA thresholds, by making prioritisation calls & managing call routing & *skill sets

Knowledge, Skills and Experience Required:

• Proven experience in a Real-Time Management/Contact Centre Service Delivery role

• Working knowledge of WFM & Telephony technologies

• Excellent communication skills – written & verbal

• Strong stakeholder management

• Numeric & analytical ability

• Evidence of proactive behaviours/performance improvement focus

What You Can Expect From Us:

• Flexible and remote working

• 27 days holiday, plus opportunity to buy 5 extra days

• Competitive pension / income protection / life assurance

• Positive, friendly work culture that promotes work life balance

• Commitment from employers on continued learning & development

• Wellbeing support ‘Help@Hand’ offers mental health support, physiotherapy, GP’s for both you and your family.

• 2 paid days for volunteering per year

• ‘MyReward’ corporate discount for over 800 retailers and Cycle to Work Scheme.

• Family friendly policies and supportive working environment

• Recognition scheme and a culture in which we celebrate success

• Colleague network groups committed to inclusion and diversity within our Bank.

Our Bank is committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential. We welcome applications from talented individuals from all backgrounds and lifestyles who can work with us in maintaining a culture of belonging, where people are valued and respected.

If you require more information or this document in a different format, please contact careers@co-operativebank.co.uk

As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.