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Resource Planning Analyst
Recruiter
Careerpath Consulting
Location
(Anywhere)
Salary: 24000 - 28000 d.o.e plus up to 30% bonus
Reference: RP/EL
Key Responsibilities:
To develop and manage processes and procedures that ensure staffing levels, skill sets and ensure measures are in place that meet the business requirements.
Main Tasks:
Preparations of call forecasts using all available data to ensure service
requirements are identified and planned for.
Weekly reporting of overtime utilisation.
Adherence to the overall manpower budget for operatives
Monthly reporting of available headcount/FTE.
Monthly reporting of attrition.
Work with Call Centre Managers and Team Managers to ensure service levels are met.
Deliver the rostering solution for Operators to the Call Centre Manager, Team Managers and Customer Care to enable efficient and effective staffing.
Implementing remedial actions to rectify shortfalls in staffing levels due to change of circumstances or events.
Provide operational MI to the business with action plans based upon analysis of information.
Update, maintain and manage the overtime utilisation in line with business requirements.
Forecast recruitment needs and ensure agreed staffing levels are maintained and within budget.
Assist Call Centre Managers with setting and monitoring call control plans.
To accurately monitor and report on the attendance management programme.
Report on adherence to the set annual leave policy and procedure.
To achieve KPI’s as set by the Head of Operations.
Experience:
In depth knowledge ACD’s (Symposium).
Excel/Access database/Word/PowerPoint/Visio.
Use of resource planning systems such as Qmax or Blue Pumpkin.
Planning and implementation of roster solutions within a dynamic environment.
Setting, monitoring and reporting of quality assurance measures.
To develop and manage processes and procedures that ensure staffing levels, skill sets and ensure measures are in place that meet the business requirements.
Main Tasks:
Preparations of call forecasts using all available data to ensure service
requirements are identified and planned for.
Weekly reporting of overtime utilisation.
Adherence to the overall manpower budget for operatives
Monthly reporting of available headcount/FTE.
Monthly reporting of attrition.
Work with Call Centre Managers and Team Managers to ensure service levels are met.
Deliver the rostering solution for Operators to the Call Centre Manager, Team Managers and Customer Care to enable efficient and effective staffing.
Implementing remedial actions to rectify shortfalls in staffing levels due to change of circumstances or events.
Provide operational MI to the business with action plans based upon analysis of information.
Update, maintain and manage the overtime utilisation in line with business requirements.
Forecast recruitment needs and ensure agreed staffing levels are maintained and within budget.
Assist Call Centre Managers with setting and monitoring call control plans.
To accurately monitor and report on the attendance management programme.
Report on adherence to the set annual leave policy and procedure.
To achieve KPI’s as set by the Head of Operations.
Experience:
In depth knowledge ACD’s (Symposium).
Excel/Access database/Word/PowerPoint/Visio.
Use of resource planning systems such as Qmax or Blue Pumpkin.
Planning and implementation of roster solutions within a dynamic environment.
Setting, monitoring and reporting of quality assurance measures.
Recruiter:Careerpath Consulting
Website: http://careerpathconsulting.co.uk
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Published at 09-04-2008
Viewed: 244 times
Viewed: 244 times
