Contact Centre Planning Analyst

Posted 12 March by Equiniti

Role Summary

Reporting to the Operations Planning Manager, the Operations Planning Analyst will be a key member of a successful Contact Centre and contribute to the ongoing growth and continued service excellence.

Department Information

Our 350 seat Customer Contact Centre located in Birmingham is at the heart of our operation. The centre, established over 13 years ago, is the shop window for our organisation and is the central hub of our business. We put our clients at the centre of everything we do and Customer Service Excellence is now something we are synonymous with. In 2013, we attained the industry leading CCA Global 5 Accreditation Standard for the fourth year running and were shortlisted for two awards at the annual CCA ceremony

Core Duties/Responsibilities

Successful candidate will be responsible for the following duties

  • Monitor real time call queues throughout the day to ensure priorities are managed effectively and work with Team Leaders and Operational Management to ensure successful delivery of performance
  • Proactively identify risks to service and recommend mitigating actions to senior management
  • Utilising Workforce management tools to run what-if? scenarios providing on the day reforecasting and associated service impacts
  • Provide post event commentary detailing reasons for service failure
  • Provide independent, statistically based support to the operation and help appropriate members of the operation interpret the statistics produced
  • Create value adding MI that sets service level expectations for the operation each day
  • Add value to call forecasting and capacity planning processes
  • Evolve back office/multimedia/complaints realtime planning
  • Work against key measurables such as: service standards; stakeholder satisfaction; production of MI; adherence to legal and regulatory requirements

Skills, Capabilities and Attributes

Successful candidate should posses the following skills

  • Proven track record of contact centre realtime management
  • Proven track record of working with back office/multimedia/complaints teams
  • Excellent understanding of the resource planning cycle and how each element interacts
  • Analytically minded with a track record of collating and producing statistical information from a variety of sources
  • Advanced user of Excel (and preferably SQL/VBA skills)
  • Natural problem solver who demonstrates clarity of thought and reasoning
  • Capable of absorbing complex and/or specialist information and utilising it on a daily basis
  • Methodical, rigorous and highly efficient in how they record and disseminate information
  • Excellent communication skills and capable of adapting style to suit the audience
  • Naturally service oriented with a strong desire to improve both colleague and customer experience

Required skills

  • Analyst
  • Customer Care
  • Call Management
  • Planning

Reference: 34514383

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