Resource Planning Analyst

Longreach Recruitment ,
Birmingham, West Midlands
More Details
Salary: From £25,000 to £30,000 per annum + Benefits

Overview

Resource Planning Analyst is required by growing contact centre operation seeking to introduce and formalise the resource planning process incorporating forecast accuracy improvement, enhanced schedule creation and optimisation, and real time management principles. This is an excellent position for a contact centre Resource Planning Analyst with an excellent understanding of the planning cycle and specific experience within forecast modelling, real time management and scheduling. Interested applicants should possess intermediate skills with excel to create MI / Performance Reports Any experience of assisting with the implementation or configuration of a WFM system would be highly desirable but is not essential This position is based in Birmingham and provides a base salary of £25'000 £30'000 Benefits Package Key Role Purpose & Responsibilities The successful candidate will be responsible for the resource planning of a 100fte and growing contact centre operation and will provide schedules and real time management to ensure service level attainment and optimisation of resource.In addition, you’ll assist in the development of the forecast models and also the creation of performance reports and KPI dashboards. You’ll be a pivotal member of the team building excellent relationships across operational departments to ensure service levels are met and the resource available is best utilised. In addition, you will; Refine existing and create new excel based forecast models predicting customer demand Maintain, manage and monitor the schedules ensuring adherence and protecting SLA achievement Manage real time service levels and work collaboratively across the operations to ensure a seamless and high level of customer service is offered to customers Work with the Operations Manager to refine the forecasting process by reviewing historical data to gain an informed view of future customer demand and contact channels Create performance MI reports to give an insight and view of productivity and highlight areas for improvement What Have You Done Before? What Do You Need to Demonstrate? Interested applicants to the Resource Planning Analyst position MUST demonstrate clear hands-on experience of working within a contact centre resource planning function ideally you will be comfortable using Excel to intermediate levels to assist in the production of MI Reports and the Forecasting process. Key Skills & Experience Will Include Experience managing real time performance and assisting in schedule creation and adherence Demonstrable contact centre resource planning experience Solid understanding of call centre metrics Numerate with proven problem-solving skills Experience of using a WFM tool and associated telephony platforms Effective communication skills with the ability to work across all levels of the contact centre effectively Please register your interest in the RESOURCE PLANNING ANALYST position by applying as directed Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & Workforce Optimisation, Data Analytics, and Customer Communication Technologies. Follow us on Twitter: longreachers Visit us on: www.longreachrecruitment.co.uk

People also viewed