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Analyst - Forecasting

Pertemps Newcastle
Closing date
11 Aug 2021

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Technology & New Media
Contract Type
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Job Details

FORECAST AND RESOURCE ANALYSTWALLSEND£14 PER HOUROptions for 6 month temp to perm or straight permPertemps are currently working with a company in Wallsend and are looking for a Forecast & Resource Analyst primarily provide strategic tactical and resource planning capability within the call centre in North Tyneside.Main Duties

Working with Customer Experience Lead and Team Leaders in the delivery of the company's first-class customer experience.
Resourcing and Workforce Planning on a daily, weekly, and monthly basis.
Monitor and propose effective shift patterns to match business requirements, optimising performance of all teams with the Contact Centre and delivering agent satisfaction by providing flexible options.
Ensuring service level agreements and productivity targets are effectively met by each shift.
Record monthly activity for timely production of reports and alignment with key meeting deadlines.
Develop and introduce new processes within the Contact Centre to ensure a consistent and effective training and resourcing approach is maintained.
Review all current processes and recommend changes in skill sets as required.
Able to work flexibly and under pressure in a fast-paced, dynamic environment.
Support Customer Operations Manager in the effective management of financial budgets.
Produce, analyse and interpret large sets of data and produce relevant reports, to all levels within the company.
Identify opportunities to enhance operational efficiency and effectiveness of activities.
Build, develop and maintain strong working relationships internally.Essential Professional Expertise

Minimum of 3 yearsf experience of Resource / Planning in a Contact Centre environment.
Trained in RCA techniques
Passionate about customer experience
Experience in Lucidchart or similar mapping software
Attention to detail
Excellent communication skills both written and oral, ability to engage at all levels in the organisation
Analysis and reporting of trends, implementing plans to address issues identified
Ability to problem-solve
Good planning and organisation skills to manage various tasks
Self-motivated, proactive and enthusiastic
Persistence and the ability to influence others. Able to manage and drive performance improvements.
Can work well as an individual and as part of a team
Lead and motivate colleagues
Intermediate level knowledge of Microsoft Office as a minimumBenefits

Free parking
Newly refurbished offices
Onsite gym
Private pension
Excellent holiday and benefit packet
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