Resource Planning Adviser



Salary: £20000 - £25000 per annum

Job Reference: 888541-1

Consultant: Sanjay Devit
0203 869 4549

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Company Description

Resource Planning Adviser
Salary Up To £25,000

PACT are pleased to be working with one of Europe’s leading professional service companies, assisting it in finding an experienced Resource Planning Advisor. The organisation is a FTSE 250 business which due its highly successfully ongoing projects is going through a period of growth. The Resource Planning Advisor’s primary responsibility will be to support the delivery of efficiency and effectiveness across all departments.

Key Responsibilities

* Inputting call and shrinkage forecasts and production of advisor schedules
* Meeting performance needs by optimising schedules
* Identifying and providing recommendations
* Real time monitoring of call volumes, AHT and staffing against intraday forecasts, reforecasting where appropriate, and identifying and driving recommendations to ensure SLA delivery
* Managing short term planning functions
* Communicating recommendations and escalating issues to the operation by email, telephone and face to face

Essential skills and experience

* Experience with WFM systems
* Basic knowledge of Excel
* Experience with short term planning within a contact centre environment
* Excellent communications skills
* Experience with Avaya CMS telephony system or equivalent Workforce Management Tools is preferred

To take advantage of this opportunity use the application link provided.