Resource Planning Analyst

TN United Kingdom; Derby; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player seeks a skilled Contact Centre Analyst to enhance their operational efficiency. This role involves strategic analysis and resource management within a dynamic contact centre environment. You will utilize your expertise to develop innovative shift patterns and improve forecasting accuracy. If you thrive in a data-driven environment and are passionate about optimizing contact centre operations, this opportunity could lead to a permanent position. Join a forward-thinking team and make a significant impact on their success!

Qualifications

• Experience in a call centre environment with strategic analysis capabilities.
• Expertise in planning FTE headcount and resource management.

Responsibilities

• Develop strategic planning schedules and accurate forecasts.
• Continuously improve forecasting procedures and provide expert knowledge.

Skills

Call Centre Experience

Strategic Analysis

Forecasting

Excel Proficiency

Job description

Job Title: Contact Centre Analyst

Our client has 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.

You must have call centre / contact centre experience, with expertise in planning FTE headcount and resources.

Responsibilities include:

1. Developing a strategic planning schedule.
2. Utilising various data inputs to create highly accurate forecasts.
3. Continuously improving forecasting procedures and results.
4. Influencing site managers on planning activities and providing expert knowledge on demand/supply, shift design, and other aspects.
5. Developing modern and innovative shift patterns as required.
6. Demonstrating substantial experience working within a contact centre environment.
7. Using large volumes of data to create cost-effective capacity plans.
8. Applying a high level of Excel knowledge.

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

Working hours are 9 am – 5 pm, Monday to Friday.