Resource Planning Analyst

We have an exciting opportunity for an experienced Resource Planning Analyst to join a leading law firm.  The successful individual will be responsible for the end to end process of creating, maintaining and maximizing the forecasts and schedules for front line agents in a multi-channel contact centre.

Key responsibilities include:

  • Implementing forecasts and headcount models
  • Develop/update/maintain capacity plans
  • Update/maintain the baseline contact volume and forecasts
  • Influence and guide senior managers across the business to assist with delivery and performance through detailed analysis and reporting
  • Document schedule efficiency
  • Analyze reports
  • Support the real time management of the Contact Centre’s by monitoring performance
  • Calculate and build resource plans

The Person:

  • Experience of contact centre planning & forecasting
  • Experience of workforce management systems
  • Experience of ACD, IVR, WFM, customer satisfaction, quality monitoring
  • Excellent attention to detail
  • Excellent written and verbal communication skills with the ability to negotiate and influence
  • Ideas orientated – analytical and intuitive
  • Ability to accurately record data information
  • Adaptable to changing environments

Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.