Leeds, West Yorkshire
£24700 - £25000 per annum
2 months ago
Resource Planning Officer
Permanent, Full Time
Resource Planning Officer required to work with a public sector company in Leeds on a full time, permanent basis.
As the Resource Planning Officer you will be working within their Contact Centre, supporting the Resource Planning Manager, to analyse call data and complete future forecasting
Responsibilities of the Resource Planning Officer:
- Forecast and schedule resources in a Contact Centre to ensure service targets are met and staffing resources optimised
- Utilise historical data, business assumptions and contact intelligence to accurately schedule and forecast
- Provide reports and information daily, weekly and monthly to inform key decisions and to define service provision
- Work closely with Customer Experience team and communicate to ensure resources are being used effectively
- Make recommendations on working hours to respond to customer demand and behaviour
- Ensure peak events and bank holidays are planned for in advance to plan staffing
Required skills and experience of the Resource Planning Officer:
- Understanding of resource planning within a contact centre environment
- Ability to complete report writing
- Ability to use call data to complete forecasting and data analysis
If you believe you have the necessary skills and experience for the Resource Planning Officer role, please apply now or contact Bethan Hall at Sellick Partnership.
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