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Resource Planning Analyst
Recruiter
Call Centre Associates
Location
in Home Counties North/South , South East
Salary: £25-30k + Bonus
Reference: CCH2286RW
The Company Our client, an instantly recognisable brand is seeking to recruit a Resource Planning Analyst to joint our client's team at a time of positive growth based in the Home Counties. The Role Reporting directly to Resource Planning Manager you will be responsible for,
• Work with the Head of RP & Call Centre Manager to shape business forecast volumes, capacity plans and long-term headcount requirements to support operational delivery and efficiencies.
• Drive business improvement via 'what if' forecasting and simulation in order to deliver accurate and continual operational improvement
• Assume responsibility for long-term resource plans in a complex inbound environment operating within a multi-skilled virtual environment.
• Monthly operational reviews with Training, Operations, IT and Planning.
• Build a robust IDP and forecasting model, which enables the business to proactively manage resource and hot spots for the following 14 days. Gain sign off from Head of RP, operational CSM and TM'S.
• Create, follow up and deliver corrective action plans on the back of all IDP sessions.
• Be innovative and creative in problem solving and provide solutions that add value and benefit
• Work closely and influentially with senior operational and planning management to ensure a cohesive process of continuous improvement is at the centre of all activity
• Ensure effective queue management is conducted efficiently and pro-actively.
• Ensure all lines of communication are open between operations and planning.
• Attend regular meets at all levels to highlight issues and make timely and deliverable recommendations
• Implement process, work instructions, process maps and procedures for all functions in related to the role. Knowledge and Experience
• Call Centre Experience (Inbound or Outbound)
• Good level of understanding of call centre metrics and best practices
• MS applications (Excel) High standard
• Excellent attention to detail
• Highly numerate with the ability to interpret and assimilate various data streams from disparate sources
• Highly flexible
• Quick Learner and adaptable to change
• Excellent communication and negotiation/influencing skills Process and Timeframes This really is a fantastic opportunity to join this superb organisation. Working in the Home Counties, our client is committed to employee satisfaction, development and provides a fast moving environment within which to develop your career. Interested applicants should email a current CV existing remuneration package to: ryan@callcentreassociates.co.uk
• Work with the Head of RP & Call Centre Manager to shape business forecast volumes, capacity plans and long-term headcount requirements to support operational delivery and efficiencies.
• Drive business improvement via 'what if' forecasting and simulation in order to deliver accurate and continual operational improvement
• Assume responsibility for long-term resource plans in a complex inbound environment operating within a multi-skilled virtual environment.
• Monthly operational reviews with Training, Operations, IT and Planning.
• Build a robust IDP and forecasting model, which enables the business to proactively manage resource and hot spots for the following 14 days. Gain sign off from Head of RP, operational CSM and TM'S.
• Create, follow up and deliver corrective action plans on the back of all IDP sessions.
• Be innovative and creative in problem solving and provide solutions that add value and benefit
• Work closely and influentially with senior operational and planning management to ensure a cohesive process of continuous improvement is at the centre of all activity
• Ensure effective queue management is conducted efficiently and pro-actively.
• Ensure all lines of communication are open between operations and planning.
• Attend regular meets at all levels to highlight issues and make timely and deliverable recommendations
• Implement process, work instructions, process maps and procedures for all functions in related to the role. Knowledge and Experience
• Call Centre Experience (Inbound or Outbound)
• Good level of understanding of call centre metrics and best practices
• MS applications (Excel) High standard
• Excellent attention to detail
• Highly numerate with the ability to interpret and assimilate various data streams from disparate sources
• Highly flexible
• Quick Learner and adaptable to change
• Excellent communication and negotiation/influencing skills Process and Timeframes This really is a fantastic opportunity to join this superb organisation. Working in the Home Counties, our client is committed to employee satisfaction, development and provides a fast moving environment within which to develop your career. Interested applicants should email a current CV existing remuneration package to: ryan@callcentreassociates.co.uk
Recruiter:Call Centre Associates
Website: http://www.callcentreassociates.co.uk
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Published at 12-02-2008
Viewed: 749 times
Viewed: 749 times
