Customer Services

Resource Planning Analyst

Full Time Permanent

Are you an experienced Resource/Workforce Planning Analyst who wants to work for an award-winning Retailer?
An opportunity for a proactive Resource Planning Analyst to join a Retailer in their Customer Contact Centre, working for a company that have regularly appeared in the Top 10 of Best Companies to Work For.
* Responsible for scheduling up to 100 Customer Service Agents using historical and real time information to ensure effective coverage
* You will be responsible for managing/planning workflow to ensure the contact centre has the capacity to meet customer demands
* Taking a proactive, tactical approach identifying any potential workflow risks and make relevant amendments to rotas
* Scheduling rotas ensuring workforce management plan will be able to support the operational and customer demands. Ensuring shift balance requirements are at the correct capacity
* Effective scheduling and planning to meet call volumes, cover holidays, sickness, peaks, seasonal peaks, overtime and unexpected demand
Candidate Requirements
* Previous experience working within a similar role in a contact centre environment
* Experience using planning software Q-Max, IEX or similar is essential
* Proactive approach
* Ability to work in a fast-paced environment managing a busy and demanding workload
* Exceptional communication skills
* Own transport would be ideal due to the location
* Flex to work ad-hoc weekends during peak
Benefits
* 25 days holiday, plus 8 days bank holiday
* 15% store discount, 30% club individual restaurant discount
* Free parking
* Double discount weeks
* Highly subsidised restaurant onsite with their own Michelin Star Chef!
* Subsidised Costa onsite
* Discounted gym membership
* Charity fundraising events
* Educational sponsorship
* Enhanced maternity/paternity leave
* Long service awards
* Reward and recognition
* Online discounts at over 150 retailers and cashback on shopping, holidays, insurance and more!
Location: Deeside
Salary: £24k-£30kDOE + benefits
Hours: Monday – Friday 7.45am – 3.45pm

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