Morgan McKinley is looking for an experienced Resource Planning Assistant - Resource Analyst to work for a lovely, reputable employer based in the East Grinstead, West Sussex area. The Call Centre - Resource Planning Assistant will work on a hybrid basis and will monitor, analyse, forecast, schedule (short and long term), maintain data and provide a variety of performance reports as requested for the Call Centre.
Salary: up to £29,000 + excellent benefits
Location: East Grinstead - Hybrid
Hours: Rota basis - 8:30-16:30 and 10:00-18:00
Resource Analyst duties:
* Support with the staff rota / resource planning to ensure that the Contact Centre can respond to business demand
* Monitoring agent time and shift patterns to optimise service levels.
* Assist with the day to day maintenance of call flow and availability
* Updating the Contact Centre managers of any real time issues.
* Maintain and monitor the Call Centre data to forecast and future plans for the staffing and efficiency levels
* Create and maintain individual and departmental performance reports
* Action script writing, amendments and additions for the telephone system
* Complete new Call Centre / Contact Centre starter and leavers admin through the call system
* Work as part of the team to ensure the contact centre resource area has sufficient cover
Skills and experience required:
* Experience of working in a similar resource analyst / resource planning role, within a busy Call Centre / Contact Centre environment
* Excellent communication skills, both verbally and written
* Strong attention to detail
* Ability to analyse complex data
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