Resource Planning Analyst (1 month)
Hale, Manchester
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 ...