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Resource Planning Analyst (Contact Centre)
About the Role
My Client are a dynamic growing organisation seeking an experienced Resource Planning Analyst to join their team in Greater Cambridgeshire. As a Resource Planning Analyst, you will play a pivotal role in ensuring the efficient allocation of resources within our multi-site operation, ultimately contributing to our success and customer satisfaction.
As a Resource Planning Analyst, your primary responsibilities will include:
- Business Forecasting & Scheduling Expertise: Utilise your forecasting skills to create precise medium to long-term forecasts for a multi-site operation, ensuring alignment with strategic objectives.
- Resource Planning: Collaborate with internal stakeholders to optimise resource levels, reducing over or under-staffing where possible.
- KPI Management: Monitor and review contact centre KPIs, ensuring service levels are met through effective planning.#
Key Skills & Experience:
- Strong call forecasting, scheduling & capacity planning background
- Proficient in data analysis.
- Ideally experience with WFM and Telephony systems; Verint & Puzzel.
- Strong problem-solving skills.
- Effective communication and presentation abilities.
- Proficiency in Microsoft Excel, Word, and PowerPoint.