Resource Planning Analyst

Resource Planning Analyst (1 month)
Hale, Manchester
Monday – Friday 8:30am – 5pm
£22ph
Monday 3rd March start date
 
We are seeking a highly skilled and detail-oriented Temporary Contact Centre Resource Planning Analyst to join our dynamic team. The successful candidate will play a key role in ensuring optimal resource allocation, demand forecasting, and efficient scheduling for our contact centre operations. The ideal candidate will have strong analytical skills, extensive Excel experience, and a deep understanding of contact centre performance metrics.
 
Key Responsibilities

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• Analyse historical call volume data and trends to create accurate short- and long-term forecasts.
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• Develop daily, weekly, and monthly schedules for contact centre agents to ensure adequate staffing levels based on forecasted demand.
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• Use forecasting tools to predict future trends and provide recommendations for staffing adjustments.
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• Monitor real-time contact centre performance and adjust schedules as necessary to meet changing demand.
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• Evaluate agent performance metrics, such as handle time, service level, and occupancy, to optimise workforce efficiency.
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• Identify staffing gaps or areas of improvement, and proactively implement solutions to optimise resource usage.
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• Provide detailed reports and analysis on contact centre performance, including forecast accuracy, agent adherence, and service level attainment.
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• Identify trends and root causes of inefficiencies in resource allocation and propose corrective actions.
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• Collaborate with management to review performance data and make data-driven decisions for staffing and operational improvements.
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• Work closely with operations, HR, and training teams to ensure that staffing levels align with operational needs.
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• Communicate schedule changes and adjustments to contact centre agents and leadership.
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• Collaborate with other departments (e.g., IT, HR) to ensure systems, tools, and processes support effective resource management.
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• Suggest process improvements to enhance resource planning accuracy, staffing efficiency, and overall performance.
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• Stay current with industry trends and best practices related to contact centre resource planning and workforce management.
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Skills & Qualifications

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• Proven experience in contact centre resource planning, workforce management, or similar roles.
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• Excellent analytical skills with the ability to interpret complex data and trends.
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• Advanced Excel skills (e.g., pivot tables, VLOOKUP, data analysis).
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• Ability to work in a fast-paced, high-pressure environment.
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• Strong communication skills and the ability to work collaboratively with cross-functional teams.
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• Understanding of key performance indicators (KPIs) related to contact centre operations (e.g., service levels, average handling time, occupancy, etc.).
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• A detail-oriented mindset with the ability to multi-task and prioritise effectively.
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• A degree in business, operations management, statistics, or a related field is a plus.
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• Experience with contact centre scheduling and forecasting tools.
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• Knowledge of workforce management principles and best practices.
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• Familiarity with contact centre industry trends and technologies.
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