What does a Resource Analyst do? David explains…
‘What does a Resource Analyst do? David explains…’
What’s your career journey been like up until now?
I worked eight years in contact centres finishing as manager within operations, before taking a role as a workforce planning analyst, where I was responsible for forecasting the contact volumes and creating staffing schedules to match them. After being made redundant, I took a job with Allianz Insurance to broaden my long-term forecasting knowledge. Then applied to NOW TV to put my existing short-term forecasting skills to good use – all the while keeping my eye on the next step to Resource Planning Manager.
What does a typical day working here look like for you?
I run the figures from the day before and put them into the forecast tracker for later analysis. Daily figures are added into the forecasting models and I then work the data to create a base forecast. I then use various contacts within the business plus information available online to be able to overlay the forecast with any contact-driving activity such as the Premiership or marketing promotions.
I sometimes provide data for Insight reports and also attend a number of project meetings to ascertain the impact they may have on future contact volumes. During the week, I also collate the data that will form the slide deck for the weekly Planning call I host.
If you’ve been here over one year, how have you made a difference in your role?
I’ve streamlined, evolved and, at times, redesigned the forecasting models that are used to generate a resource requirement. The processes are now quicker and also more accurate, allowing me to take some time to review other processes and ratify data sources with key stakeholders and end users.
What’s the most enjoyable thing about your job?
The most enjoyable thing is knowing that your role and the information you supplied has made a difference – comparing the forecast to the actual contacts and recognising that my forecast generated the correct resource to deal with the volume received.
What’s your work/ life balance like?
The good thing about working here is the company’s amazing recognition that there needs to be a work/life balance.
One of the big benefits of working in such a large campus is that there are a number of ways you can maintain your work/life balance onsite; from going to the gym, to watching a film, to ice skating, to pop-up markets. The business also recognises that people have lives, such as childcare arrangements, kids’ school events, the opportunity to purchase additional leave and many other things that really enhance the pastoral care and consideration given.
What advice would you give to others trying to develop their career?
Always think positive. Have a clear idea of where you want to go and engage your manager. My experience is that they are all open to helping you where they can. Think big and make opportunities rather than waiting for them to come along. Also recognise that everyone walks a slightly different path and so don’t start comparing yourself to other people – compare yourself to where you want to be and don’t ever be afraid to ask.
An interesting fact/something no one else knows about you?
My family were friends with the man who designed a number of the Bond cars including the white Lotus from The Spy Who Loved Me. As a kid, I was very excited when I got to use his same inks to draw a picture of Roland Rat (anyone under 30 can google that one).