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Resource Planning Analyst

Location: Lancashire

Salary: £29,000

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.

 

Responsibilities:

 

  • 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

 

About you:

 

  • 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…

 

Matt Lazenby