Resource Planning - Call Centre

Morgan McKinley is looking for an experienced Resource Planning Assistant - Resource Analyst to work for a lovely, reputable employer based in the East Grinstead, West Sussex area. The Call Centre - Resource Planning Assistant will work on a hybrid basis and will monitor, analyse, forecast, schedule (short and long term), maintain data and provide a variety of performance reports as requested for the Call Centre. Salary: up to 29,000 + excellent benefits Location: East Grinstead - Hybrid Hours: Rota basis - 8:30-16:30 and 10:00-18:00 Resource Analyst duties: Support with the staff rota / resource planning to ensure that the Contact Centre can respond to business demand Monitoring agent time and shift patterns to optimise service levels. Assist with the day to day maintenance of call flow and availability Updating the Contact Centre managers of any real time issues. Maintain and monitor the Call Centre data to forecast and future plans for the staffing and efficiency levels Create and maintain individual and departmental performance reports Action script writing, amendments and additions for the telephone system Complete new Call Centre / Contact Centre starter and leavers admin through the call system Work as part of the team to ensure the contact centre resource area has sufficient cover Skills and experience required: Experience of working in a similar resource analyst / resource planning role, within a busy Call Centre / Contact Centre environment Excellent communication skills, both verbally and written Strong attention to detail Ability to analyse complex data