Resource Planning Analyst

Posted 10 January by Mottram Search Limited

Our Hertford based client is known for putting their customers at the heart of everything they do and they need a Resource Planning Analyst to join their dedicated and hard-working Resource Planning team to make this possible. This role is a vital role in ensuring that they place their people in the right place for when customers need to contact them. If you have a passion for customer service, excellent Excel skills and a good understanding of Avaya systems, this is the perfect role for you. Experience within Contact Centres is required

In this role, you will:

  • Create long and short range forecasts
  • Produce schedules for the internal Contact Centre so SLAs are met or exceeded
  • Manage shrinkage via flexible contracts, holiday allocations and planning off-phone activities
  • Provide analysis of call volumes & trends to help deliver operational efficiencies
  • Create reports from multiple data sources to generate meaningful information, knowledge, insight and provide recommendations
  • Be involved with telephony change requests for IVR changes

What we’ll need from you:

  • An in-depth understanding of Resource Planning
  • Keeps the customer (internal & external) at the heart of everything you do
  • Excellent Excel skills (particularly with Macros)
  • Good knowledge of work force planning systems
  • The ability to work with large amounts of data
  • Excellent communication and interpersonal skills
  • Self-motivation to work under minimal supervision
  • Excellent time management skills

What we’ll give you in return:

  • You’ll get 28 days’ annual leave,
  • An interest-free season ticket loan
  • Life assurance
  • Pension scheme that increases to 11% after you’ve been here for a year.

Required skills

  • Contact Centre
  • Forecasting
  • Microsoft Excel
  • Telephony
  • Avaya

Application question

Do you have experience of resource planning within am 80 FTE contact centre?

Reference: 33928001

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