Resource Planning Analyst (Contact Centre)

About the Role

The role of Reosurce Planning Analyst is responsible for the creation and ongoing production of business Demand & Contact centre planning reports for the business and their clients. In addition, you will deliver operational MI analysis to assist with continuous improvement to business perfromance.
** This role is home based with some office travel (when required) **
You will apply your expert technical planning analysis and data analysis to help manage business requirements which will have a major impact on business decisions.

Delivery of reosurce planning reports produced according to regular cycles and requests to enable accurate and timely business decision making & adherence to internal and client key performance indicators.
Main Duties and Responsibilities

  • Perform daily, weekly and monthly planning report creation, production and analysis tasks according to priorities and schedules agreed with the rest of the business
  • Use data to analyse existing business processes in order to identify alternative solutions and recommend new approaches for both internal and external.
  • Provide guidance and training to members of the operational team of the effective use of data and tools to drive improved business performance.
  • Attend and lead on planning insight delivery and requirements gathering at specified meetings
  • Work closely with the wider MI & BI Teams, sharing knowledge of tools, methodologies and techniques to ensure best practice across the business
Experience, skills and knowledge required for the role
  • Advanced computer literacy including experience of using MS Excel (Pivot tables & VLOOKUPS).
  • Significant experience of analysing data from a range of sources
  • Significant experience of working with stakeholders to define hypotheses and relevant analytical approaches to test them
  • Experienced in using (STORM ACD, Teli Opti - WFM).
  • Experience and knowledge of SQL
  • Excellent problem-solving skills - be a logical thinker and have an analytical mind.
Please contact Matt Affron 07753432891/

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