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Our Client based in Birmingham is looking an interim resource planning consultant/manager to set up a planning area for their call centre. You will be required to set up short and long term forecasts models using self created Excel models and implement effective tracking and operational adherence. Reporting to the Centre Manager, you will be working within the Team to provide resource forecasting and MI reporting to help them understand the company's temporary labour requirements, trends, monthly statistics, financial controls, forecasted call volumes and resourcing requirements. Main Duties: Solid knowledge of standard call centre resourcing and modeling - providing short and long term call volume, staff requirements and call handling time, forecasting from historic data analysis (manually in Excel). Incorporating seasonal and business variations into workload forecasts. Delivery of forecasts and schedules to agreed timescales. Tracking adherence of actuals against forecasted volumes. Production of necessary MI reports (daily, weekly, monthly) to enable effective operations and performance management. Ensure data integrity of reporting match pre agreed standard. Experience: Proven track record in a contact centre environment producing accurate forecasts Proven track record producing Management Information to enable effective call centre and workforce management. Good general knowledge of call centre statistics and KPIs. Excellent Excel skills. Proficient in the use of everyday desktop software. Excellent numerical skills. Attention to detail - able to accurately calculate large volumes of data. Time management - proven ability to work to tight deadlines. Excellent processing skills. Proven problem solving ability. Proven Results focus.

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Published at 29-02-2008
Viewed: 639 times