Workforce Planning Analyst

Newcastle Upon Tyne
30000.00 - 32000.00 GBP Annual
24 May 2021
21 Jun 2021
Contract Type
Full Time
Page Personnel are working with a global leader within the electronics sector on the appointment of a Workforce Planning Analyst to join their Newcastle based contact centre. This is a newly created role to help shape and support the Newcastle Operation

Client Details

Our client is a global leader within their field. With offices across the UK, Europe and USA, they are going through a significant growth period and are now looking to appoint a Workforce Planning Analyst within the Newcastle Contact Centre


Key Responsibilities Include;

Generate and update the workflow forecast within Contact Centre operations - covering customer service and customer care
Work with all relevant stakeholders to best understand and anticipate staffing needs, taking into account peak periods, natural growth and contingency
Monitor actuals versus forecast, understanding and providing conclusions for deviations
Act as a key source to create budgets for forward forecasts in future years - providing expected workload taking into account growth and historical behaviours
Analyse data and trends in behaviours, identifying changes and anomalies then delving deeper to understand them
Responsible for automating and maintaining reports, along with development of self service solutions to help optimising forecasting
Work with senior stakeholders within the contact centre to ensure the function is supported at all times
Work with Excel package and in house systems to best support with workflow forecastingProfile

Key Responsibilities Include ;

Experience within a similar role
Understanding of contact centre operations
Knowledge and understanding on existing solutions for workflow management
Strong analytic skills
Strong on Excel software
Strong communication skillsJob Offer

This is an excellent opportunity to join a leading global business as a Workforce Planning Analyst at their Newcastle based Contact Centre.

This is a newly created role that offers long term growth potential for the right individual

The role will be Working 37.5 hours, Monday to Friday, and will be based in the contact centre full time

A salary of GBP30,000 to GBP32,000 is on offer for along with strong company pension, genuine development opportunities and holiday allowance

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