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Analyst - Forecasting

Pertemps Newcastle
Closing date
12 Aug 2021

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Technology & New Media
Contract Type
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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 minimum
  • Free parking
  • Newly refurbished offices
  • Onsite gym
  • Private pension
  • Excellent holiday and benefit packet
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