Resource Planning - Call Centre

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