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