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Resource Planning & Real Time Analyst

  • Location: Rotherham
  • Salary: £25,000 - £30,000 per annum
  • Contract Type: Permanent
  • Closing: 12 October 2020
  • Ref: 905856

THE ROLE

  • Resource Planning & Real-Time Analyst
  • Rotherham
  • £25,000 - £30,000
  • 33 Days Holiday, Increasing holidays to an extra 5 days through length of service, Pension, Perkbox, Free Parking

RESPONSIBILITIES

  • Planning staffing level requirements, forecasting call volumes and creating optimised schedules
  • Monitoring adherence and effectiveness of schedules to continually improve and create accurate forecasts
  • Analysing data to provide opportunities to improve utilisation
  • Working with the contact centre management team to find efficiencies and drive operational improvements
  • Continuously analyse resource data to find opportunities to develop resource allocation across the operation
  • Tracking holiday schedules, shift change requests, and monitor new‐hire, holiday, and seasonal shift needs.
  • Ensure sufficient resource is available to meet workload demands whilst maintaining efficiency and profitability
  • Providing ‘real-time’ analysis to inform operational decision making and enable the efficient management of advisor availability so that KPI’s and SLA’s can be met
  • Analysing trends in call volumes to provide relevant feedback to the wider business, taking remedial action and contributing to the regular review of the planning process
  • Responsibility for ‘on the day’ operational updates to give a view on revised service level predictions and potential scenarios based on real-time performance, enabling contact centre managers to make informed management decisions.

CANDIDATE EXPECTATIONS

  • Previous experience of real-time analyst role or similar planning role
  • Experience managing resource planning processes in a contact centre environment.
  • A detailed understanding of call centre dynamics, performance measures and processes.
  • Knowledge of workforce management tools.
  • Have strong data analysis skills and proficiency in using, SQL Reporting Services, MS Excel, other MI reporting tools and KPI metrics.
  • Strong planning and time management skills
  • Highly numerate with experience of gathering, interpreting, and analysing complex information and data.
  • The ability to communicate effectively with individuals at all levels

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