Contact Centre Resource Planner - £25,000-£30,000 - Marston Green

A fantastic opportunity is available for a Call Centre Resource Planner to join a large Call centre in Birmingham The role and responsibilities You will plan and forecast rota schedules for 90 Customer Service Advisers be responsible for managing the overtime budget as well as providing daily updates on performance to stakeholders through regular reporting & M.I. You will also be responsible for ensuring the configuration of our Telephony 360 Contact Centre system and have shared responsibility for the development of MI and the introduction of a best fit WFM system. You will engage with stakeholders across the business to understand internal customer and external partner requirements that impact on call and work volumes. Having demonstrable excel skills including functions such as calculations, pivot tables, V LOOKUP, manipulating data and producing graphs is essential.: Manage agent rotas in conjunction with colleagues and Managers, taking into account planned and unplanned absences ensuring Grade of Service is achieved. Manage overtime needs for agents where contracted hours are insufficient to meet demand Manage and oversee the accuracy of payroll input Manage and oversee new starters/leavers ensuring all HR processes are followed Operationally maintain the contact centre system and review the call flows Manage real-time GOS achievement on a daily basis working with the Managers to monitor accurately and on a timely basis (in line with published deadlines) produce required M.I. for Corporate Partners To be considered for this role you must have Resource Planning experience in a Call Centre Data analysis experience and competency is essential Excel skills including functions such as calculations, pivot tables, vlookup, manipulating data and producing graphs is essential. Knowledge/experience of Workforce Management (WFM) systems is essential PC literate & accuracy in managing data and associated information Have a flair for data and analysis and be relied upon to highlight long-term resourcing budget and scheduling requirements Knowledge/experience of Contact Centre technologies Highly organised, with a confident approach to meet daily deadlines, able to multitask and juggle priorities Be a confident & excellent communicator with exceptional negotiating & influencing skills. Confident presentation skills when demonstrating data to senior managers Be a team player with your colleagues in the Customer Service Centre to discuss performance of the operation and agents The company are offering a salary between £25,000-£30,000 depending on experience, excellent benefits, full time hours