Senior Resource Planning Analyst (Contact Centre)

  • Permanent
  • West Midlands, West Mids
  • Posted 9th October 2017
  • £28000 - £33000 per Annum + Competitive Benefits & Bonus
  • Ref: 606959
A major and recognised brand seeks an experienced Contact Centre Planning and Forecasting Analyst to work as part of an energetic and progressive team through which you will be supporting the contact centre service operation.

You will be a key part of the Resource Planning department and help deliver its key task - delivering an effective resource management service by forecasting customer contact, scheduling staff, providing business critical information, and handling telephony support for the Operations team.

You'll be relied upon to provide short and long-term resource plans and forecasts to maximise cost efficiency and support service level attainment. You'll do this by reviewing call volumes and resources, analysing business activity/volumes, ensuring budget targets are met, managing the RP mailbox, and managing issues such as annual leave, audits and staff training. Crucially, you will ensure that the exception process is adhered to, which will include planning non-standard exceptions in balance with business needs and service levels.

You'll have a flair for analysis and so we'll rely on you to highlight long-term resourcing budget and scheduling requirements, making recommendations to the Resource & Telephony Manager regarding achievements of Call Centre KPIs. You'll use your insight to create optimum shift patterns for cost effective shift utilisation, and support recruitment/backfill, and you will conduct system audits to ensure data accuracy. You'll also provide key feedback to business areas on performance.

Highly organised, with a confident, creative approach, you'll be capable of meeting daily deadlines and juggling priorities while managing expectations and keeping an eye on future requirements. You'll relish the chance to work in a fast-moving, targeted environment and you'll bring with you, demonstrable experience in planning and the principles that underpin it. A confident communicator, you'll also have excellent negotiating and influencing skills

For full information regarding this role, please contact me directly, initially with a CV for further information.

Artis Customer Contact is the South West's premier specialist resourcing consultancy focused solely on the supply of senior Contact Centre, Customer Service and Customer Experience professionals

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