Contact Centre Planning Analyst
- Recruiter
- Confidential
- Location
- Swindon
- Salary
- 28000.00 - 30000.00 GBP Annual + Flexible Working + Benefits
- Posted
- 22 Jul 2022
- Closes
- 19 Aug 2022
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Full Time
Longreach Recruitment are hiring a Planning Analyst
The position will be responsible for ensuring optimal performance and service level attainment within a multi-channel contact centre. You ll manage real time performance and work closely and collaboratively with operations to identify improvement initiatives; you ll also ensure there are effective schedules and forecasts focussing on aligning resource to predicted demand.
Comfortable working with a variety of data sets you ll keep stakeholders appraised on performance, ensure forward planning and effective schedules are created and optimised, and aid in the further development of the WFM tool.
The position is based in Swindon with a base salary between GBP - GBP plus benefits working Monday to Friday. You ll spend the opening few months working onsite 4 days per week with future hybrid options to be negotiated.
Key Role Purpose & Responsibilities
Deliver forecasting, and resource planning across Customer Service and Sales (volumes, AHT, Shrinkage and ASA)
Propose and manage shift patterns that meet the requirements of the business and maximise contact centre efficiencies
Track all planning related metrics and record detail to explain any reasons for increase/reduction in demand
Utilising wallboards and WFM solution to watch call queues and adviser status, looking for any issues with performance and either flagging to the adviser, Team Manager, Ops Manager or RPMI Manager.
Regular effective communication and recommendations to Operational teams to ensure a balance is struck between resource utilisation, service level achievement and staff wellbeing
Moving adviser resources between queues and interaction types to hit all Average Speed to Answer (ASA) goals balanced across all queues.
What Have You Done Before? What Do You Need to Demonstrate?
You ll be an experienced contact centre Planning professional skilled in Scheduling, Planning and Real Time Management. An effective and direct user of WFM technology, you ll be an energetic, detailed orientated Planner able to communicate real time and scheduling processes and outcomes to a broad array of stakeholders.
Key Skills & Experience Will Include
Previous experience of Real-Time management and Forecasting & Scheduling in a multi-channel contact centre
Good understanding of call centre performance, planning metrics and Real-Time best practices.
Results focused, planned and organised with a meticulous eye for detail
Good knowledge of workforce management systems and planning best practices
Good numerical skills, able to work with large data sets.
Good written and verbal communication skills.
Please register your interest in the Planning Analyst position by applying as directed
Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & Workforce Optimisation, Analytics, and Customer Communication Technologies
The position will be responsible for ensuring optimal performance and service level attainment within a multi-channel contact centre. You ll manage real time performance and work closely and collaboratively with operations to identify improvement initiatives; you ll also ensure there are effective schedules and forecasts focussing on aligning resource to predicted demand.
Comfortable working with a variety of data sets you ll keep stakeholders appraised on performance, ensure forward planning and effective schedules are created and optimised, and aid in the further development of the WFM tool.
The position is based in Swindon with a base salary between GBP - GBP plus benefits working Monday to Friday. You ll spend the opening few months working onsite 4 days per week with future hybrid options to be negotiated.
Key Role Purpose & Responsibilities
Deliver forecasting, and resource planning across Customer Service and Sales (volumes, AHT, Shrinkage and ASA)
Propose and manage shift patterns that meet the requirements of the business and maximise contact centre efficiencies
Track all planning related metrics and record detail to explain any reasons for increase/reduction in demand
Utilising wallboards and WFM solution to watch call queues and adviser status, looking for any issues with performance and either flagging to the adviser, Team Manager, Ops Manager or RPMI Manager.
Regular effective communication and recommendations to Operational teams to ensure a balance is struck between resource utilisation, service level achievement and staff wellbeing
Moving adviser resources between queues and interaction types to hit all Average Speed to Answer (ASA) goals balanced across all queues.
What Have You Done Before? What Do You Need to Demonstrate?
You ll be an experienced contact centre Planning professional skilled in Scheduling, Planning and Real Time Management. An effective and direct user of WFM technology, you ll be an energetic, detailed orientated Planner able to communicate real time and scheduling processes and outcomes to a broad array of stakeholders.
Key Skills & Experience Will Include
Previous experience of Real-Time management and Forecasting & Scheduling in a multi-channel contact centre
Good understanding of call centre performance, planning metrics and Real-Time best practices.
Results focused, planned and organised with a meticulous eye for detail
Good knowledge of workforce management systems and planning best practices
Good numerical skills, able to work with large data sets.
Good written and verbal communication skills.
Please register your interest in the Planning Analyst position by applying as directed
Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & Workforce Optimisation, Analytics, and Customer Communication Technologies