You will be responsible for the short term forecasting of inbound/outbound activity in the call centre and producing dynamic scheduling plans in order to achieve the optimum service goal outcomes based on your forecast workload.
This is an exciting opportunity be part of an expanding team on a digital transformation journey.
How you will do it
*Creating and managing short term forecasts for call & non-call workloads and resource across Omni channels, monitoring drivers against business change & developing models to improve accuracy.
*Constantly monitoring and proposing effective shift patterns to match business requirements considering all skill sets and demographical restrictions, optimising performance of all Customer Contact Centre teams and maximising agent satisfaction by providing flexible options.
*Forward planning of offline activities (breaks/lunches/meetings/one- to-ones etc.)
*Manage the WFM system administration and will be responsible for both maintaining the system as well as the scheduling tasks
What we look for
*Previous demonstrable experience of forecasting and scheduling using both excel and WFM systems.
*Evidence of strong technical skills and knowledge across Contact Centre systems; WFM systems (Nice/Aspect), telephony platforms, Excel.
*Experience of working in a fast paced environment and meeting tight deadlines
*Strong stakeholder engagement skills and working collaboratively with Team Managers to optimise performance.
*Minimum 3 years' experience in Contact Centre Resource Planning Role.
*Previous demonstrable experience of forecasting and scheduling within a resource planning role.
*Previous experience in a similar Resource Planning Analyst role within an Omni channel contact centre environment.
If you are successful we can offer you a company culture that promotes work life balance, hybrid working, a commitment to continued learning and development, access to mental health support, a fantastic benefits package which includes a competitive salary, pension, life assurance, employee assistance program, employee referral scheme, discount on Johnson Controls security products including ADT Smart Home plus voluntary schemes for childcare vouchers, cycle to work, eye care vouchers and holiday purchase.