Tactical Planning Analyst (Fixed Term)

Three UK is a big network for the little or life-changing connections that make life richer. Our brand embodies the strength of our network and how we can provide better connectivity every day for every customer.

Three UK was founded in 2003 to challenge the mobile industry, and now covers 99% of the UK outdoor population with its combined 3G and 4G network and carries 28% of mobile data traffic in the country (Enders Analysis). Three has more spectrum exclusively dedicated to 5G than any other UK mobile network, meaning our customers will benefit from an outstanding experience when using the next generation of mobile technology.

The Tactical Planning Analyst will support the production and delivery of scheduling and tactical planning across our inhouse contact centre to help deliver on Contact Centre KPI’s. Supporting UK planning and Partner Management teams drive the right level of performance, efficiency, and customer experience. This role will combine elements of regular daily activity as well as ad hoc activity, which will be driven by challenges or opportunities that present to the operation.

What you will be doing in the role.

• Production of all relevant Inhouse team schedules including shrinkage management, both long & short term and own production of tactical planning for inhouse teams; helping to identify gaps and take actions on producing overviews and identifying areas of opportunity to drive performance improvement.
• Own relationships with inhouse Operations Managers and Team Leaders.
• Shrinkage/offline time management & shrinkage auditing.
• Produce long term schedules for relevant teams in line with schedule release period, including all pre planned shrinkages. Produce weekly performance outlook views, identifying performance hotspots and identifying opportunities for shift movement and or OT. Produce previous day performance insight where required. Work with Demand Planners to produce proposals for recruitment plans and new rotations for shift reviews.
• Own all necessary Genesys WFM Admin for onshore teams - rotations, shrinkages etc as well as maintain Outlook mailbox for requests that come to the team.
• Provide Governance reviews of Offshore Partners IDPs and highlight where performance is expected to be poor and link in with offshore teams and peers to deliver a collective planning approach.
• Create, develop, and deliver analysis to a wide range of stakeholders, ensuring high levels of communication & interaction.  Where necessary, deliver on the day or previous day analysis
• Challenge and improve ways of working, highlighting non-value-add activities, to drive efficiency.
• Attend & contribute to relevant meetings with stakeholders across Planning, Operations, Support Teams, and Clients.

The type of person we are looking for.

• Excellent planning, organisational and analytical skills - producing reports, providing insight, identifying route cause. Planning experience is desirable, particularly in a scheduling and RTA environment, however full WFM training will be provided.
• Excellent MS office application knowledge including Excel & PowerPoint, alongside Workforce management systems - Genesys WFM is desirable. An understanding of workforce management processes and principles, including the Planning Cycle is desired.
• Self-motivated and professional individual; can do attitude and growth mindset and willingness to learn, with excellent attention to detail, with the ability to build relationships & networks and communicate strongly both written and verbally.
• Excellent problem solving - challenge assumptions, ways of doing things and makes improvement, whilst being able to work on own initiative and without supervision, whilst integrating and working collaboratively within the wider Planning team.
• Strong numerical background and good understanding of call centre type statistics and systems.

What you'll receive in return…

• A performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary
• Hybrid working between your home (2-3 days a week) and our Glasgow office (2-3 days a week)
• 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service
• Private Medical Insurance, Life Assurance and Income Protection
• Free mobile phone package & unlimited sim-card
• .... Plus lots more including wellbeing and learning & development benefits!

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

With that in mind, if you do not ‘tick every box’ in the job advert above, there are likely other valuable attributes and skills you have that would make you a great addition for the team. So, if you feel this role is for you, then please apply! We are committed to equality in employment and growing a diverse workforce. We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status or civil status and we want our teams to reflect this!

We are a Disability Confident Committed Employer. Need any reasonable adjustments? Let us know when you apply so we can support you throughout the interview process.

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail, our core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.