This job ad has been posted over 40 days ago...
776
Views
0applicants
Resource Planning Analyst
Recruiter
The 247 Partnership Ltd
Location
in Epsom , South East
Salary: £31,000
Reference:
Our client is seeking a Resource Planning Analyst with at least 2 years call centre experience, as well as experience of planning/headcounts/holiday/absences. The successful candidate will be responsible for providing regular KPI information to support the operational needs of the Contact Centre, you will be accountable for the accurate staffing levels within the department to ensure our clients internal and external SLA's are maintained. Responsibilities will include:
•Support IT in maintaining and updating the data on the switch as required, ensuring clean data at all times.
•Work with the Contact 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 an inbound calling environment operating with multi-skilled agents.
•Ensure effective queue management is conducted efficiently and pro-actively.
•Attend regular meetings 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.
•Responsibility for design, control and production of MIS to support operational delivery and efficiencies.
•Constant updating of reports in response to operational, organisational and policy changes
•Work alongside team leaders, team managers and the Contact Centre Manager to ensure appropriate resources are available at all times through effective real time management (adherence, call times)
•Recommend any shift amendment and resource overtime requirements where needed to improve service levels.
•To monitor call queues coming into the contact centre and make skills changes where necessary
•Recommend any shift amendments and resource overtime requirements where needed to improve service levels.
•Process all escalated holiday requests, shift swaps, holiday entitlements and payroll amendments (inline with TM/CCM) Knowledge/Skill Required:
•Call Centre Experience (Inbound or Outbound)
•Good level of understanding of call centre metrics and best practice
•Excellent planning and organisational skills
•A level of understanding of Regulatory Requirements for complaints handling (FSA / FOS) would be highly advantageous but not essential.
•Thorough knowledge of PCL policies and procedures
•Strong and proven written and verbal communication skills
•Possess a keen eye for detail and excellent organisational skills.
•Flexible and able to work on own initiative
•Self motivated
•Support IT in maintaining and updating the data on the switch as required, ensuring clean data at all times.
•Work with the Contact 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 an inbound calling environment operating with multi-skilled agents.
•Ensure effective queue management is conducted efficiently and pro-actively.
•Attend regular meetings 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.
•Responsibility for design, control and production of MIS to support operational delivery and efficiencies.
•Constant updating of reports in response to operational, organisational and policy changes
•Work alongside team leaders, team managers and the Contact Centre Manager to ensure appropriate resources are available at all times through effective real time management (adherence, call times)
•Recommend any shift amendment and resource overtime requirements where needed to improve service levels.
•To monitor call queues coming into the contact centre and make skills changes where necessary
•Recommend any shift amendments and resource overtime requirements where needed to improve service levels.
•Process all escalated holiday requests, shift swaps, holiday entitlements and payroll amendments (inline with TM/CCM) Knowledge/Skill Required:
•Call Centre Experience (Inbound or Outbound)
•Good level of understanding of call centre metrics and best practice
•Excellent planning and organisational skills
•A level of understanding of Regulatory Requirements for complaints handling (FSA / FOS) would be highly advantageous but not essential.
•Thorough knowledge of PCL policies and procedures
•Strong and proven written and verbal communication skills
•Possess a keen eye for detail and excellent organisational skills.
•Flexible and able to work on own initiative
•Self motivated
Recruiter:The 247 Partnership Ltd
Website: http://
Fill in the form below to apply for this job
Published at 12-02-2008
Viewed: 776 times
Viewed: 776 times
