Link to apply: Forecast & Resource Analyst
We have an exciting opportunity for an experienced full time (37hrs) Forecast & Resource Analyst at its fully COVID 19-secure premises in North Tyneside.
TT2 helps the 55,000+ customers who use the Tyne Tunnels each day to have the best journey experience possible and we are seeking a proactive individual, who can support the Customer Operations Manager in the delivery of TT2’s first-class customer experience, ensuring that customers receive a fair and consistence approach.
As Forecast & Resource Analyst you will be responsible for producing, analysing and interpretation of large sets of data and will produce relevant reports. You will review current processes and have the ability to identify opportunities to enhance operational efficiency and effectiveness of activities. You will apply a problem-solving mind-set, and have the ability to work flexibly and under pressure in a fast-paced, dynamic environment.
Main duties and responsibilities;
Resourcing and workforce planning on a daily, weekly and monthly basis
Ensuring service level agreements and productivity targets are effectively met
Record monthly activity for timely production of reports and alignment with key meeting deadlines
Develop and introduce new processes with the call centre to ensure a consistent and effective training and resourcing approach is maintained
Requirements;
Minimum of 3 years’ experience of resource/planning in a contact centre environment
Trained in RCA techniques
Experience in Lucidchart or similar mapping software
Passionate about customer experience
Intermediate level knowledge of Microsoft office as a minimum
Analysis and reporting of trends, implementing plans to address issues identified
Ability to problem-solve
Ability to build, develop and maintain strong working relationships
If your experience and qualifications are a perfect fit for our organisation, please refer to Job Description (within link), and to attract the best candidates TT2 will offer a salary of £27,026 – £28,680 per annum plus membership, if required, into the Local Government Pension Scheme.
TT2 Ltd are an equal opportunity employer – all applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Closing date for receipt of applications is Friday 6th August 2021
Link to apply: Forecast & Resource Analyst