Resource & Reporting Analyst

£29000 per annum
CCP (formerly known as Contact Centre Partners) has passionately supported candidates with ‘customer contact’ job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they’re looking for talented, culturally aligned people to join their business.

We are pleased to once again be supporting this longstanding, returning client as they look to recruit a solid contact centre Resource & Reporting Analyst to join its growing, well-established and instantly recognisable organisation.

Based on site in Essex, you'll be working within my client's operational support function and take on the responsibility for a mix of contact centre resource related activity including the real-time operation support, scheduling, forecasting, MI and reporting.

You will work closely with various technology including a WFM platform (all platform experience considered), MS Dynamics (CRM), Mitel telephony and Microsoft excel for manual planning and reporting.

To be considered for this role, you MUST:
  • Have demonstrable experience of contact centre resource planning, real-time and reporting analysis 
  • Have advanced Excel capability enabling you to interpret legacy management information and make enhancements to optimise such data
  • Superb team-orientated behaviours
  • Be highly analytical with a confidence to be able to present to both key non-technical and technical stakeholders
  • Excellent communication skills and not be phased by engaging with all levels of seniority
  • Produce dashboards
Please ONLY apply for this role if you meet the above criteria.

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