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Resource Planning Analyst

  • Location

    Knowsley

  • Discipline:

    Customer Contact, MERJE Front-Line Talent

  • Job type:

    Permanent

  • Salary:

    £20,000 - £25,000 (Depending on Experience)

  • Consultant:

    Sally Cordwell

  • Email:

    scordwell@merje.com

  • Job ref:

    SC/16629

  • Published:

    22 days ago

  • Startdate:

    A.S.A.P

Salary: £20,000 - £25,000 (Depending on Experience)

Start Date: ASAP

Location: Prescot / Knowsley / Liverpool

Hours: 40 hpw

Purpose of Role:

This role is responsible for overseeing intraday, creating/ manipulating reports, updating a shift plan and producing weekly shifts.

The candidate will need to have a full understanding of all KPIs for both inbound and outbound calls and back office work streams.

Key Responsibilities:

  • Provide support, through the use of technology and tools (dashboards) in line with agreed processes, to monitor contact volume traffic in order to identify performance exceptions requiring both short term (intraday) and longer term (agent scheduling) attention.
  • In collaboration with the Technology, Operations, and Management team to execute system modifications (e.g., break management, schedule updates and skillset changes) and/or issue procedural notifications based on trigger events (e.g., average handle time (AHT), volume, absenteeism, etc.)
  • Assist Operations to help provide greater focus on real-time/intraday agent productivity, performance exceptions and schedule adherence
  • Support Operations to help better manage intraday business performance to meet or exceed SLA and KPI targets
  • Track, update as needed, and report operational results e.g., schedule variance, overtime, occupancy, agent productivity, etc.
  • Participate as required in any status and/or strategy meetings to provide detailed program data as necessary
  • Business continuity of existing operational reports being completed as required to meet the needs of Operations and Management

Knowledge, skills and experience needed:

  • Experience in a contact center
  • Basic knowledge of management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring)
  • Experience in call center-specific software
  • Experience with WFM
  • Intermediate to expert level knowledge of Microsoft Excel
  • Knowledge of Microsoft Word and PowerPoint

Person Specification:

  • Self-motivated individual who is able to apply initiative to solve problems and improve work processes
  • High attention to detail
  • Ability to prioritise workload effectively with business needs in mind
  • Good communication skills and attitude to work
  • Professional approach
  • Team Player

To discuss the role in greater detail please contact Sally Cordwell on 0161 883 2755 or send through your CV to scordwell@merje.com

Please note, should you not receive feedback 28 days, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.Salary:                  £20,000 - £25,000 (Depending on Experience)

Start Date: ASAP

Location: Prescot / Knowsley / Liverpool

Hours: 40 hpw

Purpose of Role:

This role is responsible for overseeing intraday, creating/ manipulating reports, updating a shift plan and producing weekly shifts.

The candidate will need to have a full understanding of all KPIs for both inbound and outbound calls and back office work streams.

Key Responsibilities:

  • Provide support, through the use of technology and tools (dashboards) in line with agreed processes, to monitor contact volume traffic in order to identify performance exceptions requiring both short term (intraday) and longer term (agent scheduling) attention.
  • In collaboration with the Technology, Operations, and Management team to execute system modifications (e.g., break management, schedule updates and skillset changes) and/or issue procedural notifications based on trigger events (e.g., average handle time (AHT), volume, absenteeism, etc.)
  • Assist Operations to help provide greater focus on real-time/intraday agent productivity, performance exceptions and schedule adherence
  • Support Operations to help better manage intraday business performance to meet or exceed SLA and KPI targets
  • Track, update as needed, and report operational results e.g., schedule variance, overtime, occupancy, agent productivity, etc.
  • Participate as required in any status and/or strategy meetings to provide detailed program data as necessary
  • Business continuity of existing operational reports being completed as required to meet the needs of Operations and Management

Knowledge, skills and experience needed:

  • Experience in a contact center
  • Basic knowledge of management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring)
  • Experience in call center-specific software
  • Experience with WFM
  • Intermediate to expert level knowledge of Microsoft Excel
  • Knowledge of Microsoft Word and PowerPoint

Person Specification:

  • Self-motivated individual who is able to apply initiative to solve problems and improve work processes
  • High attention to detail
  • Ability to prioritise workload effectively with business needs in mind
  • Good communication skills and attitude to work
  • Professional approach
  • Team Player

To discuss the role in greater detail please contact Sally Cordwell on 0161 883 2755 or send through your CV to scordwell@merje.com

Please note, should you not receive feedback 28 days, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.