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Job Description
THE JOB
Reporting to the Senior Planning Manager, this role will be responsible for ensuring the efficient utilisation of operational resources across a multi-channel, contact centre network. This role is responsible for building and maintaining accurate capacity models, analysing workload demand across all channels, and providing actionable insights to ensure the right capacity is available to meet service level and business objectives globally.
The analyst partners with forecasting, and workforce management teams to monitor performance, identify capacity risks, and deliver recommendations that enable data-driven decision-making in a fast-paced environment.
WHAT YOU WILL BE DOING
Determining optimised staffing levels required across all channels within the Contact Centre
Analysing contact and channel volume history by tracking and trending telephony channel metrics, email, chat, to ensure accurate resourcing, and wor...