Resource Planning Adviser

Division
Planning & Analytics

Location
South West

Salary
£21,000 - £21,000

Reference
888630AH

Consultant
Ashley Hewitt
ashley@contactcentrepartners.com
020 8989 7779

Contact Centre Partners (CCP) is a specialist recruitment consultancy which provides permanent, temporary and interim staff within the customer contact market.

We are pleased to be partnering with a leading outsourcer in West Yorkshire who have been market leaders for over 30 years. They are looking for a Resource Planning Adviser to work within the Financial Services, Legal and Commercial area of the business.

As a Resource Planning Adviser, you will be joining the Resource Planning team to provide support to both their external and internal stakeholder within the contact centre.

Main Responsibilities will include:

  • Analysing call and shrinkage forecasting as well as the schedules of the advisor
  • Scheduling and optimising activities, using intraday predicted performance.
  • Driving and identifying supply and demand.
  • Reporting on forecasted SLA's.
  • Monitoring of call volume and average handling time.
  • Managing short-term planning.

Experience needed for the role:

  • Strong hands on experience with Aspect eWFM
  • Strong hands on experience using telephony systems
  • Previous experience in forecasting and scheduling
  • Excellent IT skills.

To apply for this role, please contact Ashley Hewitt at Contact Centre Partners!