Resource and Reporting Analyst

£25000 - £30000 per annum
Harlow
Essex
Permanent
WFM
TC-5M
CCP 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.
 
Are you a dedicated Resource and Reporting Analyst seeking a new rewarding role?
Would you like to work with a reputable charity forecasting and supporting their overall operations?
 
We are delighted to be supporting a nationwide charitable organisation with the appointment of a Resource and Reporting Analyst to join their contact centre in West Essex. This is a full time opportunity starting immediately, their offices easily commutable from Essex, Hertfordshire and parts of North London.
 
The successful Resource and Reporting Analyst will effectively support the real time operation with schedules and rotas to ensure appropriate staffing allocation across their 100 plus seat contact centre. You will work within the Operation Business Support (OBS) team to produce detailed reports, dashboards and trends around activities such as training, meetings, holidays and peak periods.
 
Key Accountabilities:
  • Identify trends and provide real time daily, weekly and monthly reports to influence decision making.
  • Monitors events and forecasting deviations, overseeing contingency plans when necessary.
  • Responds to escalated issues and acts as a point for business recovery following any issues within the contact centre.
  • Produce clear reports that communicate complex data analysis to non-technical audiences.
  • Offer continues improvement and support of the reporting function.
  • Provide Management Information and analysis for various projects within the department.
 
Essential Experience and Capabilities:
  • Experience in a similar role within a contact centre environment (such as Resource Planning, Real Time Analysis, Forecasting, Work Force Planning, Scheduling).
  • Advanced Excel skills with the ability to interpret and enhance Management Information reporting.
  • Comfortable manipulating large sets of data and proficient in presenting statistical information to non-technical stakeholders.
  • Experience working with Workforce Management systems to plan schedules and activities.
  • Ability to remain composed under pressure, prioritise workload and work to deadlines.
  • Highly organised and able to research, analyse and present information with a high attention to detail.
 
Desirable:
  • Experience using ACD phone systems, such as Mitel.
  • CRM reporting experience and able to understand, create and improve reports and dashboard functionality.
 
Apply today to be considered for this exciting role as a Resource and Reporting Analyst. Contact Tim Campion on 0208 989 7779 or email tim@ccprecruitment.com for me information.

CCP are proud to support many of the world’s best brands, helping them source talent, embrace diversity and build inclusive workplaces. To be considered for this role please apply using the link below, suitable candidates will be contacted in due course.

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