Resource Planner

**Resource Planner & Telephony Analyst**

A newly created position due to business successes and growth, our client is looking for an experienced call centre professional, who will play an important support function across all operational levels.

Supporting the current Operations Manager, you will provide full reporting and administrative support to cover the following areas:

- Resource Planning
- Reporting
- Telephony
- OMNI Channel
- Excel (Formulas, Pivot Tables and V-lookups)

Being a confident communicator you will be required to communicate with all areas of the business including Stakeholders and working on the a specific reporting system.

Due to the volume of reporting this role requires, you must have previous reporting experience and be advanced on Excel. You will be required to assist with in-house changes and help with new insights and ideas.

As this position is a new role, there is definitely scope the position to grow and develop in the future.

**Duties**:
**Resource Planning & Real Time Analysis**
- Forecasting volumes
- Scheduling agents - extending into other teams

**Telephony**
- Maintaining IVRS
- Problems solving and handling queries from internal staff members
- Creating / amending logins
- Maintenance of OMNI

**Online Portal**
- Reporting on usage and activities
- Advising of required changes
- Analysing and reporting usage
- Advise and report on any enhances / usage

**The Package**:

- £32k - £37k
- Excellent Benefits Package
- Remote Working