Resource Planning Analyst

Our client have an immediate requirement for an experienced Analyst to join their team in Pride Park.

To be considered for this role, you must have experience in a call centre / contact centre environment and be comfortable completing strategic analysis for resource management across the contact centre and social media outputs etc.

You must have call centre / contact centre experience to be considered for this role. Experience in planning FTE headcount and resources is essential.

As part of this role, you will be:

Developing a strategic planning schedule. Utilising a variety of data inputs to create a highly accurate forecast. Continuous improvement of the forecasting procedure and result Influencing the site managers on planning activity and providing expert knowledge on demand / supply, shift design and other aspects. Optimise planned resources Develop modern and innovating shift patterns when required.

Essential:

Substantial evidenced experience of working within a contact centre environment. Demonstrable experience of using large volumes of data to create cost effective Capacity plans. High level of Excel Knowledge. Call centre/customer service experience

This is initially 3 months but may go permanent for the right candidate.

Working hours for this role is 9am – 5pm Monday to Friday