Resource Planning Analyst

Posted 31 August by CCR Recruitment & Selection
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Resource Planning Analyst - Contact Centre

£20,000 Plus EXCELLENT benefits package

Location: Coventry

JOB SUMMARY:

This role will provide strategic planning of all work streams in the Contact Centre. To take an overview of the resources required to maximise productivity and minimise threats to service levels. Strong working relationships will be required with Contact Centre Management, and various support teams to meet the changing requirements of the business. Planning for changes in work patterns, investigating potential scenarios, and finding solutions to challenges that arise.

KEY RESPONSIBILITIES:

  • Scheduling multi skilled areas against forecasted requirements signed off by the client
  • Planning and scheduling off phone activity whilst maintaining forecasted Service Levels
  • Review holiday requests and communicating to the Operational departments
  • Scheduling summaries to be produced and analysed
  • Review Change of Employment Status requests (change of hours/shift patterns) and provide feedback to Forecaster and Operational Manager
  • General House Keeping within IEX to support efficient working and accurate MI (information taken from agent data tables)
  • Provide weekly & monthly report to the Senior Management Team
  • Ad hoc reporting and projects will be given with business delivery timelines

The successful applicant will be a highly organised, self-motivated individual who can produce high quality work under pressure and who is possessed of the following skills and abilities:

  • Previous exposure and understanding of a WorkForce Management tool (i.e. IEX)
  • Previous exposure and understanding of an ACD Tool (i.e. Cisco)
  • Professional and flexible approach with a "cando" attitude
  • Highly self-motivated and performance orientated with the ability to prioritise
  • Excellent attention to detail
  • Excellent skills in Excel and a good working knowledge of Microsoft Office applications
  • Results orientated, working alone or as part of a team

Required skills

  • Analyst
  • Contact Centre
  • Reporting
  • Workforce Planning
  • Workforce Management

Reference: 35831343

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