MI Analyst

Working in a 6 month project driven role you will be responsible for accurate forecasting and scheduling of contact centre resources to meet call/contact volumes and operational requirements.

You will assess contact centre capacity to meet resource requirements. Additional responsibilities will include:

• Review historical call/contact volumes to identify traffic volume and understand patterns and trends
• Review historical data to assess employee productivity and occupancy rates
• Apply deep problem solving skills to analyse and interpret data (e.g. contact volumes)
• Utilise forecasting and scheduling software
• Predict future inbound and outbound call/contact volumes, for a specific period of time, using historical data
• Apply seasonal trends and shrinkage to projected call/contact volumes
• Calculate the number of full time equivalents required to meet estimated call/contact volumes
• Convert full time equivalents into employee headcount requirements
• Create employee schedules and shift patterns
• Conducts ‘what if’ analysis i.e. if a new sales campaign was launched how many employees would be required to support it
• Identifies desk and capacity requirements
• Ensure all legal requirements are adhered to
• Participate and contribute to process redesign to improve contact centre efficiency
• Seek to continuously improve the forecasting and scheduling process

Who we're looking for

Successful candidates will be highly computer literate.  Have high levels of accuracy and attention to detail and the ability to work as a team and on their own initiative. 

You will have a flexible approach to undertaking the role and excellent communication skills both in person and over the phone.

The ability to work under pressure is essential. 

You will also be target orientated, self motivated, organised and have the ability to prioritise workloads.

About our client

Our client is a leading financial services organisation with operations throughout the world. 

The Cardiff based site is the head office for the newest and division the group and has seen rapid growth over the past 18 months which is set to continue into 2008.

What's on offer

A 6 month contract within an international blue chip organisation.  Excellent rates of pay and benefits.  Free on site parking available.

Page Personnel Contact

For more information or to apply, phone: 029 2023 5902. Alternatively, email cardiff@pagepersonnel.co.uk, quoting Job Ref: 5995209