Capacity Planning & Scheduling Analyst BLUC43178
It’s an exciting time to be in the UK water industry. Until recently, most business customers have been unable to choose their water supplier, but this is changing.
Our client works closely with their business and public sector customers to provide a range of water services. As the market becomes increasingly competitive, they are driving service improvements to meet their customers’ changing expectations. With great customer service at the heart of everything they do, they are winning new business and have a rapidly expanding team as a result.
Working within their Service Assurance Team, the Capacity Planning & Scheduling Analyst will work alongside the Resource Planning Forecast Analyst to provide strategic, tactical and operational resource planning within their customer service department.
Whilst providing recommendations in relation to any high impact risks or opportunities, you must deliver flexible agent plans and Intra Day Performance reports for the forthcoming week, which optimises resource fit and delivers / exceeds departmental service level goals. It will be your responsibility to ensure that maximum resource utilisation is achieved whilst allowing for sufficient office activity to support the customer services communication process and personal development of people.
You will have previous relevant experience in a contact centre or scheduling environment and have a technical understanding of Work Force Management Systems. IT proficient to include Microsoft Word and Excel, you will have excellent written and verbal communication skills along with experience of planning, assigning and reporting of workload.
Closing Date: Thursday 15th December 2016
This is a Blue Octopus Recruitment Ltd vacancy who are operating as an employment agency. Once you have clicked to apply for this vacancy, we will then send you more information on the role including a copy of the application form via email.