Tag Resourcing are pleased to be supporting our National Retail client in their search for an experienced, immediately available, analytically minded Scheduler and Resource Planner. This is a fantastic opportunity to make an impact within this established, well known business.
You would join their 80 person Contact Centre operation with an immediate start, initially until the end of March but there is a strong possibility that this will be extended further or made permanent.
Experience in a similar role, advanced Excel knowledge and experience of using Erlang are all essential.
The Client: A superb owner managed company started approximately 20 years ago which has grown in size and reputation by providing quality products and offering an impeccable service throughout every aspect of their business.
The company came from humble beginnings to become one of the industry’s fastest growing businesses in its sector featuring in The Sunday Times Fast-track 100!
Job Scope: In this role you will be reporting to the Operations and Planning Manager and be primarily responsible for the scheduling but also looking at resource and planning of the contact centre staff.
The role requires a technically proficient person who will be responsible for delivering cost effective scheduling and accurate short-term/intra-day forecasting with the use of excel, translating forecasts into efficient schedules and producing key contact centre MI based in their Northampton Contact Centre.
Schedule design, creation and maintenance of dynamic schedules
Analysing schedule fit per queue to ensure accurate delivery of SL
Identify overtime requirements
Production of short term forecasts, through to tactical intra-day forecasts at interval level
Building, maintaining and developing contact demand and impact models
Propose new and creative approaches to the forecasting processes using Excel
Track and report all Forecast / Resource Planning assumption
Review and analysis of historical contact, AHT and Shrinkage data, normalising where required.
Chair daily/weekly meetings to highlight resource plans and current performance
Deliver monthly trend reporting and dashboards on occupancy and utilisation, absence, shrinkage, agent productivity and adherence to schedule
Experience and Personal attributes required
Experience of WFM technology & methodology,
Recent and demonstrable experience in planning, forecasting and resource optimisation within a Contact Centre (knowledge of IEX would be an advantage)
Knowledge of ACD configuration, skills based routing and call management technology
Good analytical skills to analyse and evaluate key data to produce meaningful, user friendly Contact Centre MI
Advanced knowledge of Microsoft applications, specifically Excel and also knowledge of Erlang Software essential
Excellent attention to detail