Arthur J. Gallagher & Co.

About us

Indulge your passion for problem-solving and embrace the thrill of addressing risk head-on at Gallagher's global brokerage team. Join a family of diverse minds, united by a relentless pursuit of excellence. As part of our team, you'll be the architect of protection, safeguarding businesses and empowering their ambitions. Together, we'll build a legacy of trust and triumph in the dynamic world of risk management.

We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply.

Introduction

We are currently seeking a highly skilled and motivated Resource & Planning Analyst to join our dynamic Call Centre team. As a Resource & Planning Analyst, you will play a crucial role in optimising our resource allocation and planning processes to ensure efficient operations and maximise productivity.

You will be responsible for ensuring the efficient allocation and utilisation of resources within a call centre environment. You will play a critical role in optimising workforce management, forecasting call volumes, and scheduling staff to meet service level targets. This role requires strong analytical skills, attention to detail, and the ability to collaborate with various stakeholders to drive effective resource planning and management in a fast-paced call centre setting.

Open to candidates who are able to travel to our South offices: Romford, Tunbridge Wells, Cambridge, Bournemouth (90% hybrid working in a local South office, 10% homeworking)

How you'll make an impact

• Develop and implement resource planning strategies to ensure optimal staffing levels and efficient utilization of resources in the call centre.
• Analyse historical call data and trends to forecast call volumes and staffing requirements for different time periods.
• Create and maintain accurate call volume forecasts and staffing schedules to meet service level targets.
• Collaborate with call centre supervisors and team leaders to understand staffing needs and align them with call centre goals.
• Monitor real-time call volumes and agent availability, making necessary adjustments to staffing levels and schedules to maintain service levels.
• Coordinate with SLT to recruit, train, and onboard new call centre agents to meet staffing requirements.
• Implement and maintain workforce management software and tools to facilitate accurate forecasting, scheduling, and reporting.
• Conduct regular analysis of call centre performance metrics, such as average handling time, call abandonment rate, and service level, and recommend improvements to enhance efficiency.
• Collaborate with training and quality assurance teams to identify and address performance gaps through coaching, training, and process improvements.
• Provide regular reports and updates to call centre management on resource utilization, performance, and future resource requirements.

About you

• Proven experience in resource planning and management within a call centre environment.
• Strong analytical and mathematical skills, with the ability to interpret data and make informed decisions.
• Excellent knowledge of call centre operations, including workforce management, forecasting, and scheduling.
• Proficiency in using workforce management software and tools.
• Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks simultaneously.
• Excellent interpersonal and communication skills, with the ability to collaborate effectively with stakeholders at all levels.
• Ability to adapt to changing priorities and work well under pressure in a fast-paced call centre environment.
• Attention to detail and a high level of accuracy in work.
• Strong leadership and team management skills.

Compensation and benefits

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ 5 more days
• Defined contribution pension scheme, which Gallagher will also contribute to
• Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x
• Income protection, we’ll cover up to 50% of your annual income, with options to top up
• Health cash plan or Private medical insurance

Other benefits include:

• Three fully paid volunteering days per year
• Employee Stock Purchase plan, offering company shares at a discount
• Share incentive plan, HMRC approved, tax effective, stock purchase plan
• Critical illness cover
• Discounted gym membership, with over 3,000 gyms nationally
• Season ticket loan
• Access to a discounted voucher portal to save money on your weekly shop or next big purchase
• Emergency back-up family care
• And many more…

#LI-JJG

Additional information

Gallagher is Disability Confident Committed. We have pledged to make sure our recruitment process is inclusive and accessible, in addition to supporting our existing employees with any long-term health conditions or disabilities.

We understand that applicants may have disabilities, if you do, you may find some parts of the recruitment process more challenging than others. Don’t worry, we’re here to help, however, we can only do this if you let us know.

Should you require any reasonable adjustments with your application, please get in touch with TAGlobalSupport@ajg.com. If you’d prefer to speak on the phone, please request a call back, leaving details, so we get in touch.

Our employing entity, Arthur J. Gallagher Services (UK) Limited, is proud to be accredited as a Living Wage employer with the Living Wage Foundation. We are committed to diversity and opportunity for all and is opposed to any form of less favourable treatment on the grounds of gender or gender identity, marital status, civil partnership status, parental status, race, ethnicity, colour, nationality, disability, sexual orientation, religion/ belief, age and those with caring responsibilities.

If this sounds like somewhere you’d like to join, we'd love to hear from you!