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Contact Centre Resource Planning Analyst

35000 - 40000

Job Description

Are you an experienced contact centre Resource Planning Analyst with strong communication, influencing and resource planning abilities ( forecasting, scheduling, real time management and use of WFM tools) looking for a new position where you’ll be given the responsibility and ownership of introducing planning processes into a growing organisation based in Newcastle.

Our client has recently invested and implemented a new unified communications platform for telephony, IVR and WFM and are seeking an experienced contact centre Resource Planner to optimise the use of the WFM tool (vendor training provided) and create, introduce, and embed forecasting, scheduling, and planning methodologies within the growing customer contact operation.

This is a rare opportunity for you to make a very visible and tangible impact as a Resource Planning Analyst  

The position provides a salary range of £35 - 40k + Package (depending on experience)
This is an onsite based Monday – Friday position located in Newcastle (onsite staff parking)

Key Role Purpose & Responsibilities
You will be responsible for developing effective forecasting, scheduling, and planning processes, and will be providing best practice governance on real-time / intraday performance to Operational stakeholders.
  • Create forecasting models that accurately predict multi-channel contact volumes & fte requirements.
  • Ongoing development of the new contact centre WFM platform
  • Production, release, and optimisation of staff schedules
  • Analysis of customer contact behaviour by channel, campaign and agent skills
  • Ownership of resource utilisation to ensure optimal Service Level attainment
  • Production of MI Reports that provide analysis and recommendations on actual performance and areas for improvement.
What Have You Done Before? What Do You Need to Demonstrate?
You MUST demonstrate experience and ability within the ‘end to end resource planning cycle’ within a contact centre setting.  You’ll be experienced in creating forecast models within Excel utilising historical data and trend analysis and be a competent user of a WFM platform and keen to expand it’s benefit across the operation.
Key Skills & Experience Will Include
  • Advanced practitioner of Resource Planning & Real Time management methodologies
  • Exceptional experience within contact centre resource planning methodologies
  • Able to create and present Forecast models within excel prior to WFM input.
  • Able to learn, optimise and further develop the effectiveness of the new WFM platform.
  • Development of Reporting Suites harnessing key performance indicators (KPI’s)
  • An energetic ‘self-starting’ approach to owning the planning processes and best practice initiatives.
  • Exceptional negotiation, stakeholder influencing and relationship management abilities.
Please register your interest in the contact centre Resource Planning Analyst  position by applying as directed.

Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & Workforce Optimisation, Analytics, and Customer Communication Technologies.

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