Resource Planning - Call Centre

<p>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.</p><p><strong>Salary:</strong> up to 29,000 + excellent benefits</p><p><strong>Location:</strong> East Grinstead - Hybrid</p><p><strong>Hours: </strong>Rota basis - 8:30-16:30 and 10:00-18:00</p><p><strong>Resource Analyst duties:</strong></p><ul><li>Support with the staff rota / resource planning to ensure that the Contact Centre can respond to business demand</li><li>Monitoring agent time and shift patterns to optimise service levels.</li><li>Assist with the day to day maintenance of call flow and availability </li><li>Updating the Contact Centre managers of any real time issues.</li><li>Maintain and monitor the Call Centre data to forecast and future plans for the staffing and efficiency levels</li><li>Create and maintain individual and departmental performance reports</li><li>Action script writing, amendments and additions for the telephone system</li><li>Complete new Call Centre / Contact Centre starter and leavers admin through the call system</li><li>Work as part of the team to ensure the contact centre resource area has sufficient cover </li></ul><p><strong>Skills and experience required:</strong></p><ul><li>Experience of working in a similar resource analyst / resource planning role, within a busy Call Centre / Contact Centre environment</li><li>Excellent communication skills, both verbally and written</li><li>Strong attention to detail</li><li>Ability to analyse complex data</li></ul>

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