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Resource Planning Analyst
Recruiter
Call Centre Associates
Location
in West Sussex , South East
Salary: £20-25k
Reference: CCH2521RW
The Company
Our client, an instantly recognisable organisation is seeking to recruit a Resource Planning Analyst to join their team based in West Sussex.
The Role
Reporting directly to the Resource Planning Manager you will be responsible for,
• Determine workforce requirements and schedules to meet service level and business key performance objectives
• Producing annualised hours schedules
• Support function for team managers around Resourcing issues
• Analysing shift patterns, call volumes to flag potential issues
• To input authorized changes to a staff members profile or attendance pattern in to the WFM/Excel in order to maintain an accurate record of work patterns
• To work with the duty managers to ensure all offline activities are planned in advance and inputted into the WFM/Excel
• Maintenance of all staff records and schedules and ensuring all data is accurate.
• Proactively identifying potential issues before they occur and making the necessary changes to improve resources
• Use Management Information effectively to drive desired results.
• Provide management team with reports on workload trend, staffing requirements and KPIs and other MI as required.
• Act as central point of contact regarding all staffing schedule issues.
Contribute to all aspects of contact centre operation and ad-hoc projects as required.
Knowledge and Experience
• Good understanding of call centre metrics and resource planning methods
• Forecasting and scheduling experience
• Experience with working with WFM tools and Excel
• Attention to detail and accuracy of work 1st time every time
• Strong team player, to contribute to the team performing a variety of tasks
• Use of own initiative to identify change, opportunities and remove obstacles.
• Strong problem solving, methodical with excellent analytical skills
• Ability to work in fast paced, sales focused environment.
• Ability to organize own time and prioritise workload.
• The drive to encourage and facilitate improvement and change, evidencing through self-motivation
Process and Timeframes
This really is a fantastic opportunity to join this superb organisation. Working in West Sussex 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
Our client, an instantly recognisable organisation is seeking to recruit a Resource Planning Analyst to join their team based in West Sussex.
The Role
Reporting directly to the Resource Planning Manager you will be responsible for,
• Determine workforce requirements and schedules to meet service level and business key performance objectives
• Producing annualised hours schedules
• Support function for team managers around Resourcing issues
• Analysing shift patterns, call volumes to flag potential issues
• To input authorized changes to a staff members profile or attendance pattern in to the WFM/Excel in order to maintain an accurate record of work patterns
• To work with the duty managers to ensure all offline activities are planned in advance and inputted into the WFM/Excel
• Maintenance of all staff records and schedules and ensuring all data is accurate.
• Proactively identifying potential issues before they occur and making the necessary changes to improve resources
• Use Management Information effectively to drive desired results.
• Provide management team with reports on workload trend, staffing requirements and KPIs and other MI as required.
• Act as central point of contact regarding all staffing schedule issues.
Contribute to all aspects of contact centre operation and ad-hoc projects as required.
Knowledge and Experience
• Good understanding of call centre metrics and resource planning methods
• Forecasting and scheduling experience
• Experience with working with WFM tools and Excel
• Attention to detail and accuracy of work 1st time every time
• Strong team player, to contribute to the team performing a variety of tasks
• Use of own initiative to identify change, opportunities and remove obstacles.
• Strong problem solving, methodical with excellent analytical skills
• Ability to work in fast paced, sales focused environment.
• Ability to organize own time and prioritise workload.
• The drive to encourage and facilitate improvement and change, evidencing through self-motivation
Process and Timeframes
This really is a fantastic opportunity to join this superb organisation. Working in West Sussex 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 11-06-2008
Viewed: 781 times
Viewed: 781 times
