Resource Planning Analyst Hale, Manchester - Hybrid Monday – Friday 8:30am – 5pm £22ph Monday 3rd March start date We are seeking a highly skilled and detail-oriented Temporary Contact Centre Resource Planning Analyst to join our dynamic team. The successful candidate will play a key role in ensuring optimal resource allocation, demand forecasting, and efficient scheduling for our contact centre operations. The ideal candidate will have strong analytical skills, extensive Excel experience, and a deep understanding of contact centre performance metrics. Key Responsibilities Analyse historical call volume data and trends to create accurate short- and long-term forecasts. Develop daily, weekly, and monthly schedules for contact centre agents to ensure adequate staffing levels based on forecasted demand. Use forecasting tools to predict future trends and provide recommendations for staffing adjustments. Monitor real-time contact centre performance and adjust schedules as necessary to meet changing demand. Evaluate agent performance metrics, such as handle time, service level, and occupancy, to optimise workforce efficiency. Identify staffing gaps or areas of improvement, and proactively implement solutions to optimise resource usage. Provide detailed reports and analysis on contact centre performance, including forecast accuracy, agent adherence, and service level attainment. Identify trends and root causes of inefficiencies in resource allocation and propose corrective actions. Collaborate with management to review performance data and make data-driven decisions for staffing and operational improvements. Work closely with operations, HR, and training teams to ensure that staffing levels align with operational needs. Communicate schedule changes and adjustments to contact centre agents and leadership. Collaborate with other departments (e.g., IT, HR) to ensure systems, tools, and processes support effective resource management. Suggest process improvements to enhance resource planning accuracy, staffing efficiency, and overall performance. Stay current with industry trends and best practices related to contact centre resource planning and workforce management. Skills & Qualifications Proven experience in contact centre resource planning, workforce management, or similar roles. Excellent analytical skills with the ability to interpret complex data and trends. Advanced Excel skills (e.g., pivot tables, VLOOKUP, data analysis). Ability to work in a fast-paced, high-pressure environment. Strong communication skills and the ability to work collaboratively with cross-functional teams. Understanding of key performance indicators (KPIs) related to contact centre operations (e.g., service levels, average handling time, occupancy, etc.). A detail-oriented mindset with the ability to multi-task and prioritise effectively. A degree in business, operations management, statistics, or a related field is a plus. Experience with contact centre scheduling and forecasting tools. Knowledge of workforce management principles and best practices. Familiarity with contact centre industry trends and technologies