Job Summary

In your role as Senior Resource Analyst you will determine resource requirements for all teams who deal with customer contact. You’ll also work closely with our Business Systems Analyst and Business Relationship Manager so that you are aware of any forthcoming changes to systems and process and how they impact upon customer demand.

You will be responsible for the forecasting of customer demand across various channels ensuring KPIs and SLAs are met on a daily, weekly and monthly basis. You will also actively manage the contact centre technology platform including Telephony (STORM) and Workforce Management (Teleopti) software. You will be in charge of maintaining and developing the management information reports that will drive performance and will also have Line Management responsibility for the Intraday Support Co-Ordinator.