Contact Centre Partners is proud to be supporting an industry-leading business with its recruitment of an experienced Resource Planning Analyst to join its Kent-based contact centre.
As a resource planning analyst, you will be responsible for the planning of a multi-channel contact centre which fields a mix of customer service contact via telephone, email, live chat and social channels. The contact centre currently consists of approximately 75FTE with growth plans to increase to approximately 100FTE in the shorter term.
Amongst other key aspects of the role are taking leadership of the forecasting across all channels via Aspect eWFM, effective scheduling and shrinkage management and delivering accurate reports to a range of key internal stakeholders.
To be considered for this role; you will have a background in contact centre planning for a similar size operation, have a solid background of working with Aspect eWFM, have a strong analytical mindset and approach to getting the job done and be confident and competent undertaking manual work in excel.
For more information on this role, please contact Lloyd Schaverien at Contact Centre Partners now!
- call centre
- resource planning
- contact centre
- capacity planning
- resource planner
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