Description

Position: Resource Planning Analyst

Location: Chester

Hours: Monday - Friday 9.00am-5.30pm 37.5 Hours per week

Salary: £20,000 - £25,000 P/A DOE

Due to growth and success, we are currently looking for an experienced Resource Planning Analyst to join a large organisation in the heart of Chester.

If you are currently seeking a new challenge, work within a high achieving team in an excellent environment then this is opportunity for you!

The ideal candidate will have gained previous experience within a contact centre environment with previous exposure or understanding of a Work Force Management tool. Highly organised, self-motivated and who can produce high quality work whilst under pressure. Those who have gained experience of working with Teleopti WFM software would be advantageous but not essential.

What the company offer:

• Modern office environment, easily accessible with local transport links within walking distance

• In-house training and on-going career development

• Pension company contribution

About the role:

As a Resource Planning Analyst will be responsible for:

• Forecast multi skilled areas to ensure business objectives are met

• Produce schedules that meet the demands of the business whilst balancing the needs of agents

• Plan and schedule off phone activity whilst maintaining forecasted Service Levels

• Review holiday requests, ensure holiday allocations meet business and agent requirements

• Plan for changes in work patterns, investigate potential scenarios, and finding solutions to challenges that arise

• Prepare reports to determine call volume, calling patterns, service trends, and staff productivity

• Produce forecasting and scheduling summaries for the Senior Management Team

To apply please forward your current CV to laurab@hrgoliverpool.co.uk or call 0151 347 1110 to discuss in more detail