Your new company
I'm supporting a growing client based in the Birchwood area who is expanding their newly established contact centre, and they're looking for a Resource Demand and Planning Administrator / Analyst to join their team. This is a fantastic opportunity if you've got planning, demand or analytical experience!
Your new role
This role offers hands‑on exposure to forecasting, scheduling, and real‑time performance in a fast‑paced environment. You'll work closely with senior leaders across the contact centre to help ensure the right people are in place to meet customer demand, while developing your core planning and commercial skills.
What you'll be doing
Supporting the creation and maintenance of schedules that help the contact centre meet sales and service targets
Assisting with forecasting and weekly resource planning using workforce management tools
Analysing call volumes, handling times, abandoned calls, SLAs, and other key metrics
Monitoring intraday and short-term performance and flagging issues or opportunities to improve efficiency
Supporting the effective use of part‑time and seasonal colleagues
Producing reports, dashboards, and ad‑hoc analysis for stakeholders
Helping with scenario planning for peak periods, demand spikes, and short‑notice changes
Working with Sales, Customer Service, HR, and wider teams to understand staffing needs
Contributing ideas that improve performance, efficiency, and the customer experience
Learning and supporting real‑time resource management activitiesWhat you'll need to succeed
Strong analytical skills with confidence working with data
Excellent attention to detail and a logical, problem‑solving mindset
Comfortable using Excel or similar tools (full training provided on internal systems)
Clear communication skills and the ability to work with different teams
An interest in contact centre operations, planning, or analytics
Contact centre or operational experience is helpful, but not essential.What you'll get in return
This post can offer a 12 month fixed term contract, with full-time working hours Monday - Friday! You will be based in the office in Birchwood full time, and have access to ample free on site parking. You will have an attractive salary of up to £40,000 for relevant experience, and an opportunity to shape a growing and exciting contact centre environment!
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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