Resource Planning Analyst
We are recruiting for a contact centre in Newcastle for a Resource Planning Analyst to join them on a permanent basis.
The main purpose of the role is to create and develop accurate workload volume forecasts and FTE requirements for all departments, working with key stakeholders to ensure all known activities are factored in and to ensure efficient planning of resource to deliver all service level targets.
The main duties will involve
Propose new and creative approaches to Forecasting and Scheduling processes using WFM technology
Ensure the WFM software is maintained and the data is kept up to date and accurate
To provide accurate forecasts inclusive of timings and shrinkage assumptions through the analysis and collation of data from a range of sources
To provide effective scheduling taking into consideration holidays/training/sickness etc
To highlight under/over resourcing and make recommendations for changes to manage service levels effectively · To provide real time monitoring during peak periods to ensure service standards are delivered
To produce and maintain relevant information used for MI purposes on a daily basis
This is a full time permanent role, the salary for the role is £18000 - £20000 and successful applicants will be required to complete a credit check. The ideal candidate for this role will have a resource planning background and be highly analytical.
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