Your new company
I'm supporting a growing client based in the Birchwood area who is expanding their newly established contact centre, and they're looking for a Resource Demand and Planning Administrator / Analyst to join their team. This is a fantastic opportunity if you've got planning, demand or analytical experience!
Your new role
This role offers hands-on exposure to forecasting, scheduling, and real-time performance in a fast-paced environment. You'll work closely with senior leaders across the contact centre to help ensure the right people are in place to meet customer demand, while developing your core planning and commercial skills.
What you'll be doing
1. Supporting the creation and maintenance of schedules that help the contact centre meet sales and service targets
2. Assisting with forecasting and weekly resource planning using workforce management tools
3. Analysing call volumes, handling times, abandoned calls, SLAs, and other key metrics
4. Monitoring intraday and short-term performance and flagging issues or opportunities to improve efficiency
5. Supporting the effective use of part-time and seasonal colleagues
6. Producing reports, dashboards, and ad-hoc analysis for stakeholders
7. Helping with scenario planning for peak periods, demand spikes, and short-notice changes
8. Working with Sales, Customer Service, HR, a...