Job Type: Permanent
Job ID: 168335
Contact Centre Resource Planner – £29,000 + Benefits
My client is looking to recruit a passionate and enthusiastic Resource Planning Analyst to join their well established and successful contact centre operation. Initially this will be a homeworking role with the view to moving into the contact centre operation in the future!
This role will report into the Head of Resource Planning who you will work closely with the ensure their customers receive a best in class service.
This a newly created role by my client to focus on mid-range resource planning.
Developing a forecasting model across all customer contact channels, factoring in seasonal activity by customers.
Produce accurate workload projections, resource gap analysis and resource plans to ensure the business can meet critical SLA’s
Working closely with operational leaders and recruitment to ensure the appropriate recruitment plans are in place.
Managing shrinkage and holidays bookings
Produce weekly schedules across the operation, monitoring adherence and effectiveness of schedules to continually improve and create accurate forecasts
Ensure the information in the WFM is up to date
Analysing data to provide opportunities to improve utilisation.
Continuously analyse resource data to find opportunities to develop the resource allocation across the operation
Previous experience in a contact centre resource planning role
Strong Excel skills
Ability to work under pressure, manage your time effectively and work on your own initiative
Excellent analytical, decision making and problem-solving skills
Self-motivated, ambitious and determined
Excellent communication skills at all levels
Experience in using a WFM system, ideally Genesys Purecloud
Idea background: Resource Planning Analyst, Resource Planner, Operational Planning Analyst, Senior Resource Planning Analyst, Senior Planner
Interviews and your induction will be done virtually.
Salary to £29,000 DOE + Excellent Benefits
Please apply immediately via the link…