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Forecast & Resource Planning Analyst

  • Location:

    Barton-Upon-Humber, Lincolnshire

  • Sector:

    Contact Centre, IT

  • Job type:

    Permanent

  • Salary:

    £28000 - £30000 per annum + £2000 annual bonus

  • Contact:

    Katy

  • Contact email:

    katy.harland@brookstreet.co.uk

  • Job ref:

    HUL/10810_1602519298

  • Published:

    11 days ago

  • Expiry date:

    23/11/2020

  • Startdate:

    ASAP

Job Description

Job Title - Forecast & Resource Planning Analyst

Location - Barton - Upon - Humber

Salary - Competitive salary with bonus available

We are looking for an experienced Planning Analyst who has worked within a Customer Service department ideally. You will be reporting directly to the Senior Customer Operations Manager. Please see key responsibilities and experience we require below, for this opportunity.

Key Responsibilities;

  • Creating volume forecasts across all contact channels
  • Working with Historic data to predict intraday demand
  • Delivering weekly resource plans to Senior Managers
  • Handle times and services from data given, along with business forecasting.
  • Highlight trends to senior management
  • Create accurate CS shift schedules ensuring that shifts are planned to meet the sites forecast requirements
  • Monitor staffing levels against the plans and take in relevant corrective actions, overtime, cross skill support, shift changes etc.
  • Effectively plan and monitor CS schedule
  • Monitor Average Handing time, AUX and CS productivity, escalating any areas which need development.

Experience required:

  • Excellent stakeholder engagement and management skills
  • Experience in workforce management
  • Ability to communication at both a technical and non technical level
  • Advanced Excel skills and proven track record of this
  • Experience in large amounts of Data - Data Analysis
  • Excellent planning, time and project management skills, with proven track record
  • Experience in finding solutions and designing improved methods in systems and processes

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