Resource Planner – Contact Centre
Morson Edge is looking for a Resource Planner to support a newly established and growing contact centre, working across Sales and Customer Service teams.
This is a great opportunity for someone analytical and curious who wants to develop a career in contact centre resource planning. The role offers hands-on exposure to forecasting, scheduling, and real-time performance in a fast-paced environment and could be a stepping stone into a more senior planning role.
You'll work closely with the Head of Contact Centre Operations and Operations Managers to ensure the right people are in place to meet customer demand while developing strong planning and real-time management skills.
What You'll Do
* Support scheduling to meet sales and service targets
* Assist with forecasting and weekly resource planning
* Analyse call volumes, handling times, SLAs, and performance metrics
* Monitor intraday performance and highlight risks and opportunities
* Support effective use of part-time and seasonal colleagues
* Produce reports, dashboards, and ad-hoc analysis
* Assist with scenario planning for peak periods and demand changes
* Work closely with Sales, Customer Service, and HR teams
What We're Looking For
* Strong analytical skills and confidence working with data
* Excellent attention to detail and problem-solving abil...