Senior Resource Planner

£35k per year
02 Dec 2016
Job Sector
Customer Service
Contract Type
Full Time
We are now recruiting for a Resource Planning Analyst to be based in Raleigh House. This is very busy contact centre with a team of 100 plus employees, as such you must be comfortable working within a pressurized environment. The role will be based in Nottingham, with some travel to London and/or Derby. The purpose of this role will be to maximise the potential of Contact Centre resources, in line with fluctuating demand, by leveraging the technical advantages of a modern Workforce Management System. You will be responsible for producing forecasts and managing resource in real time across the Contact Centre, whilst also producing regular MI analysis for business stakeholders. We expect that you will be a specialist user for the `Call Media` telephony system, ensuring full utilisation of available functionality to benefit the efficiency of the Contact Centre. This role will suit a dynamic person who is confident with new systems. You will need to have an analytical way of thinking and hold previous experience of working with work force management systems. You will be doing the following: Maintain an effective WFM (work force management) system for the Contact Centre, continually reviewing information and trends to provide accurate analysis and recommendations for improvement. Manage headcount and holidays, by forecasting, planning and redistributing resource across the floor to cover priority tasks to meet service levels and targets Be a "go to" person in order to provide support and specialist telephony and IT knowledge across the Contact Centre as required Design, implement and maintain effective shift patterns that meet customer demand and identify through "what if" planning opportunities to drive operational effectiveness Analyse historic data patterns in relation to call, correspondence and complaint volumes and identify key areas for optimisation in the Call Centre and Administration teams Produce regular reports and analysis of Contact Centre performance by comparing forecast to actual performance to drive efficiency Provide accurate high quality data to support operational/business areas in a timely manner. Liaison and Joint Working - Work collaboratively with colleagues in other teams to improve service effectiveness, Work cross functionally to achieve targets and standards by joint working with other service areas You will have the following skills and experience: Prior experience within a contact center Previous experience of work force management systems Strong written communication skills Strong organisational skills