Our client have an immediate requirement for an experienced Analyst to join their team in Pride Park.
To be considered for this role, you must have experience in a call centre / contact centre environment and be comfortable completing strategic analysis for resource management across the contact centre and social media outputs etc.
You must have call centre / contact centre experience to be considered for this role. Experience in planning FTE headcount and resources is essential.
As part of this role, you will be:
1. Developing a strategic planning schedule.
2. Utilising a variety of data inputs to create a highly accurate forecast.
3. Continuous improvement of the forecasting procedure and result
4. Influencing the site managers on planning activity and providing expert knowledge on demand / supply, shift design and other aspects.
5. Optimise planned resources
6. Develop modern and innovating shift patterns when required.
Essential:
7. Substantial evidenced experience of working within a contact centre environment.
8. Demonstrable experience of using large volumes of data to create cost effective Capacity plans.
9. High level of Excel Knowledge.
10. Call centre/customer service experience
This is initially 3 months but may go permanent for the right candidate.
Working hours for this role is 9am – 5pm Monday to Friday