I am working with a a client based in Solihull who are looking for a Planning Analyst for an immediate start.This role is to be...
I am working with a a client based in Solihull who are looking for a Planning Analyst for an immediate start.
This role is to be based at a new Midlands hub in the Customer Operations Control Bridge team. You will have responsibility to ensure appropriate resourcing levels are maintained across the helpdesks so that targets are hit, in-line with agreed service levels.
You will make real time performance decisions and provide system administration for our telephony and email platforms. Proactively identify staffing utilisation opportunities through the use of QMax WFM and provide a daily commentary on the centres outputs. To produce MI reporting to assist the operational leads with key data around staffing and performance and as a key member of the operations team, you will attend meetings with key stakeholder to flag any concerns whilst providing recommendations.
You must possess strong analytical, administration management and change control skills and have an understanding of multichannel customer contact centres (Inbound & Outbound) & WFM within fully automated contact centre environments, spread across multiple sites.
Skills / Attributes:Essential
Strong analytical skills and highly numerate
- Knowledge and experience of using a WFM tool, preferably QMax
- Resource Planning Experience (100-200 FTE)
- Experience of using contact centre technologies such as telephony, ACD, Call Routing and WFM tools
- Advanced Excel and/or SQL knowledge
Due to the nature of the role you will be reqkuired to pass a Securtiy Clearance
The recruiter has stated that all applicants for this job should be able to prove they are legally entitled to work in the UK. Carbon60 is a trading name of Carbon60 Limited an Employment Business/Agency.