Scheduling & Resource Planning Analyst [725]
Job Description
Longreach Recruitment are hiring a contact centre Resource Planning & Scheduling Analyst for a fast growth, award winning organisation.Joining an established Resource Planning team, you’ll be pivotal in ensuring effective schedule creation for Advisors, management of on the day and short-term resource allocation and the effective management of annual leave allocation and off-line activities such as training sessions, meetings, and team huddles to ensure minimal disruption to service levels.
You’ll be an experienced contact centre Planner with experience of using both WFM packages and Excel / Google Sheets and have created, released, and optimised scheduling processes within a contact centre setting.
The position provides a salary between £30’000 - £35’000k + Broad Benefits Package
The role provides hybrid working – the first 6 weeks are spent onsite for induction and training and then reverts to 1 -2 days per week ( this role also requires 1:6 weekend cover which is conducted from home and time off in lieu is provided)
The onsite working location is Cardiff (City Centre)
Key Role Purpose & Responsibilities
- Creation and release of Advisor Schedules to meet business requirements and SLA.
- Scheduling & management of real time activities to ensure appropriate resource is available.
- Management and processing of annual leave, absence & time off requests
- Ownership and allocation of ‘off-line’ activities (training / meetings / team huddles)
- Maintenance and upkeep of data within the WFM platform
- Work closely with Operations to ensure they are supported from a Resource Planning & Real Time perspective.
What Have You Done Before? What Do You Need to Demonstrate?
Applicants MUST have current or recent experience of working within a contact centre Resource Planning function with experience within Scheduling and Real Time management.
Key Skills & Experience Will Include
- Experience utilising WFM tools within a contact centre Resource Planning environment
- Strong teamwork with a flexible and adaptable approach, able to work effectively with both new and existing systems/procedures as required.
- Competent knowledge of using Excel / Google sheets
- Strong knowledge within contact centre resource planning, real time management and scheduling
- Excellent interpersonal and relationship management skills with a proactive ‘people first’ approach
Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & Workforce Management, Analytics, and Customer Contact Technologies.
Follow us on Twitter: @longreachers Visit us on: www.longreachrecruitment.co.uk.
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