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Resource Planner

Hours:             37 hrs (rota shifts 7am – midnight)

Job Description:

We are looking for someone who has experience as a Resource Planner in a contact centre environment, used Intra Day Planner or a tool similar and can produce MI so that resources can be managed efficiently and analyse trends.

You will manage the Contact Centre resources to ensure effective shift patterns, service level performance and reallocating resources to maximise SLA's and efficiencies. The role requires you to monitor the real time performance of inbound calls, Undertake 'planned vs actual' analysis and carry out a detailed root cause analysis.

37hrs per week working 1 weekend in 12 as part of the team manger rota in the contact centre