Contact Centre Support Analyst

Job Title: Contact Centre Support Analyst

Location: Newcastle City Centre

Duration: Permanent

Hours: Full Time, 37.5 hours per week between the hours of 8.00am - 6.00pm, Monday - Friday. Plus one in 7/8 Saturdays 9.00am - 3.00pm (day off in lieu)

Salary: Starting £16,800 per annum


Applicants must have previous experience of working within contact centre planning in a multi-skilled environment. Experience and developed skills in presenting complex data and information to non-technical Managers and staff at senior levels as well as experience of a Workforce Planning tool.



You will be responsible for ensuring that real time, planning & MI activities are dealt with in a timely and complete manner. You will ensure that information held on the Workforce Management Tool, ACD and other systems is accurate.


Working as part of a team you will support the business in the pursuit of maximising performance through management of planned offline activity, shrinkage optimisation and central holiday management in the centres.


You will oversee the short-term forecasts, and resource planning cycles for relevant business areas. You will analyse data trends, forecast issues and recommend changes




  1. Effective planning of activities (e.g. training, team meetings, and other shrinkage activities) to ensure that resource utilisation is maximised, and that the achievement of target service levels are not compromised.

  2. Management of holiday process for the operation, ensuring that holidays do not exceed planned thresholds, while ensuring that all holidays are allocated on a fair basis. Communicate directly with staff and managers throughout the annual leave process.

  3. Actively attend appropriate meetings with the operation to manage daily workloads and performance, and share the resourcing picture. Communicate performance impacts and achievements through written and verbal means.

  4. Analyse real time service level impacts and take action to ensure service level targets are met. Monitor work queues and agent activities. Negotiate with operational management when shrinkage activities are repositioned.

  5. Translation of weekly/daily call centre resource plans through skill-set analysis and call profiling, ensuring that resource is best deployed to achieve service level targets in all areas.

  6. Work independently and as part of a team to ensure all scheduling deadlines are met.

  7. Responsibility for the administration of the Workforce Management system and ACD ensuring that they are kept up-to-date and 100% accurate with staff and schedule data.

  8. Updates, prepares and inputs accurate relevant statistical data for management reports on a regular basis (daily/weekly/monthly).

  9. Liaise with IT providers to ensure that staff have appropriate access to WFM systems.

  10. Provide administrative support as required by Contact Centre Management Team. Produce ad-hoc statistical information when required.

  11. Responsible for the security of documents, information and equipment under post holders control, in accordance with company policy.

  12. Regularly review personal development objectives to identify development opportunities that will continuously enhance existing skills. Ensure skills and competencies are updated in line with any changing requirements of the post.

  13. Carry out any additional duties and responsibilities as required.