Contact Centre Analyst
Walsall, Office based
Up to £32K, Permanent
GRG are exclusively working with a large business services provider, who are recruiting a Contact Centre Analyst to support with resource planning, assisting to drive effective and efficient services,
In this full-time, permanent position, you will be working closely with the Contact Centre Manager, with management responsibilities of two direct reports.
Responsibilities:
- Leading and managing the resource planning team to ensure that the team delivers an effective and efficient service to the company's operations.
- Developing and implementing strategies for resource planning, including forecasting and scheduling of work.
- Ensuring that the resource planning team provides accurate and timely information to the company's operations.
- Working closely with the company's operations to understand their resource requirements and to ensure that the resource planning team is meeting these requirements.
- Developing and implementing processes and procedures to improve the efficiency and effectiveness of the department.
What are we looking for?
- Significant experience in resource planning, including forecasting and scheduling of work.
- Strong leadership and management skills, with the ability to motivate and develop a team.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels.
- Strong analytical and problem-solving skills, with the ability to identify and address issues in a timely and effective manner.
- Ability to work under pressure and to tight deadlines, with a flexible and adaptable approach.
Benefits:
- Generous pension scheme.
- Private health insurance.
- Life assurance.
- 25 days holiday (plus bank holidays).
At Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer.
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