Senior Resource Planning Analyst
Northamptonshire

About the Role

The successful Resource Planning Specialist will hold an excellent understanding of inbound/outbound/back office and field based forecast and planning techniques and technologies and how their successful deployment can deliver step change in the Customer experience and Operational efficiency within an extremely high profile and fast paced organisation that prides itself on the smooth running of its operation.

With a background in Resource Planning (Contact Centre or Field based) the successful individual into this post will have the following skills and experience:

  • Advanced Excel user with the ability to manipulate data in excel to provide insightful information
  • Excellent customer service skills, understanding the needs of both internal and external customers
  • Proactive approach to problem solving
  • Knowledge of Verint workforce management application (preferable)
  • High analytical skills able to identify trends and impact assess changing variables
  • Timely and accurate production of work
  • Familiarity with introduction and application of annualised shifts
  • Excellent negotiating skills
  • Excellent customer service skills, understanding the needs of both internal and external customers
  • Ability to work on own initiative
  • Ability to demonstrate results to reflect both quality delivery as well as the ability to plan for and accommodate high and sometimes inconsistent volumes of calls. 

This is a fantastic, challenging post for a highly experienced Planning professional.


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