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- Tasks: Monitor agent activity and ensure smooth contact centre operations.
- Company: Join the Caravan and Motorhome Club, a diverse and inclusive workplace.
- Benefits: Gain valuable experience in resource planning and data analysis.
- Why this job: Make a real impact by optimising contact centre performance.
- Qualifications: Experience in resource planning and strong communication skills required.
- Other info: Dynamic team environment with opportunities for personal growth.
The predicted salary is between 36000 - 60000 £ per year.
Responsibilities
- Monitor agent activity and address non-adherence in real time, to ensure the smooth running of the contact centre.
- Monitor and respond to real-time call volumes, taking action to assist with hot spots where required.
- Two way communication with key stakeholders at all levels of the business, providing accurate and friendly responses to all resources related enquiries; and providing intraday performance updates and insights.
- Pull together and analyse relevant data from a number of sources, to accurately forecast future contact centre call volumes, making sure to highlight any challenges or opportunities identified.
- Create & maintain individual and departmental performance reports.
- Make amendments and additions to the scripting for the telephony system where required, to ensure correct IVR call routing.
- Work together as a team to ensure the Resource area has sufficient cover to work efficiently.
- Plan and schedule resources within the contact centre to ensure correct cover on all channels, as well as pulling together plans for any briefings or group coaching sessions.
Essential Skills & Experience Required
- Previous experience of resource planning ideally within a busy Contact Centre environment.
- Good communication skills, both verbal and written.
- Strong attention to detail and able to work with speed and accuracy.
- Ability to analyse complex data effectively - often from multiple sources.
- A good working knowledge of PC skills: Outlook, e-mail and diary management, Word and Excel or the Gsuite equivalents.
- Strong teamwork with a flexible and adaptable approach, able to work effectively with both new and existing systems/procedures as required.
- Resourceful, working well under own initiative and taking responsibility for assigned work and accountability for own actions.
The Caravan and Motorhome Club is committed to employing a diverse workforce. All applications are treated equally and we recruit purely on the basis of skills and experience. We know our greatest strength is our people, so differences are celebrated, and we strive to create an environment where colleagues feel respected and valued for their unique potential.
Resource Planning Analyst in East Grinstead employer: Caravan and Motorhome Club
Contact Detail:
Caravan and Motorhome Club Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resource Planning Analyst in East Grinstead
✨Tip Number 1
Network like a pro! Reach out to current employees at the company through LinkedIn or other platforms. A friendly chat can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 2
Prepare for the interview by practising common questions related to resource planning. Think about how your past experiences align with the responsibilities listed in the job description. We want you to shine when it’s your turn to talk!
✨Tip Number 3
Show off your analytical skills! Bring examples of how you've used data to make decisions in previous roles. This will demonstrate your ability to forecast call volumes and tackle challenges head-on.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you fresh in their minds and shows your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Resource Planning Analyst in East Grinstead
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in resource planning, especially in a contact centre environment. We want to see how your skills match the job description, so don’t hold back on showcasing your relevant achievements!
Show Off Your Data Skills: Since analysing complex data is key for this role, include specific examples of how you've successfully forecasted call volumes or created performance reports in the past. We love numbers, so let them shine in your application!
Communicate Clearly: Good communication is essential, so make sure your written application is clear and concise. Use friendly language and keep it professional – we want to see your personality come through while still being appropriate for the workplace.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Caravan and Motorhome Club
✨Know Your Numbers
As a Resource Planning Analyst, you'll be dealing with data all the time. Brush up on your analytical skills and be ready to discuss how you've used data to forecast call volumes or improve performance in previous roles. Bring examples of reports you've created or insights you've derived from data.
✨Communication is Key
You'll need to communicate effectively with various stakeholders. Prepare to demonstrate your communication skills by discussing how you've handled inquiries or provided updates in past positions. Think of specific instances where your friendly approach made a difference.
✨Real-Time Problem Solving
Since monitoring agent activity and addressing non-adherence is crucial, be prepared to talk about how you've managed real-time challenges in a contact centre environment. Share examples of how you’ve responded to unexpected spikes in call volume or resolved issues quickly.
✨Team Player Mindset
Collaboration is essential in this role. Be ready to discuss how you've worked as part of a team to ensure resource coverage and efficiency. Highlight any experiences where you contributed to group coaching sessions or helped plan resources effectively.
