Resource Planning Analyst - Contact Centre

CCR Recruitment & Selection
26000.00 GBP Annual
04 Aug 2017
30 Aug 2017
Contract Type
Full Time

Resource Planning Analyst - Contact Centre
Salary: GBP25,000 - GBP31,000 Plus Bonus & Benefits Package
Location: Hertfordshire

The purpose of this role is to support the achievement of team targets and the delivery of exceptional customer service across the contact centre function, through the maximisation of effective use of available staffing resources and best practice forecasting.
• Ensures all available resources are maximised to meet the forecast work demand profiles through the timely production of customer advisor schedules.
• Produce Management Information on a daily basis, ensuring accuracy and compliance with guidelines and that all data is gathered and stored appropriately for an accurate audit.
• Liaise with team management to effectively plan all offline activity to ensure there is no detrimental impact to customer service, whilst ensuring advisors receive 121's, team meetings, training and all other offline tasks.
• Provide support to team leaders in the use of workforce management, MI and call recording systems.
• Meet and exceed all agreed KPI's for the delivery of a high level of service to all internal customers
• Liaise with other departments in light of short term impact to schedules
• Fulfillment of HR reporting & documentation in relation to absence tracking
• Fulfillment of Payroll reporting relation to overtime and bonus payments
Essential experience:
• Analytical skills
• Workforce Planning within Contact Centres
• Data driven
• Experience of using a Workforce management system (eWFM)
• Contact forecasting and Planning
• Lead sessions with and work closely with the management team
• Challenge existing approaches and offer continuous improvements to planning processes
• Be comfortable with data models
• Understand customer demand and ensure forecasting & planning is optimised
• Preferably would have experience of Teleopti or similar products