Customer Service Resource Analyst – Bedfordshire

    • Corporate Services
    • Office Support
  • East England
  • Up to £30774 per annum
  • Permanent

A Bedfordshire Local Authority is seeking a Resource Analyst to monitor and analyse the overall running of their Call Centre.

Working with various members of staff to improve the function of the call centre, this busy role will involve:

  • Analysing stats, call data and forecasting
  • Using telephony systems, resource planning software and reporting software
  • Monitoring ‘Real Time’ performance
  • Producing Rotas for staff
  • Floor walking and monitoring attendance and breaks
  • Ensuring KPIs are being met
  • Monitoring performance and implementing training and performance management projects
  • Producing reports including monthly, quarterly and annual call centre performance reporting
  • Quality Assurance across all calls
  • Ensuring that there are no gaps within the service (scheduling more staff at peak times and less when not needed)
  • Any other tasks as needed by the Management Team

The right fit for this position should have the following skills and experience:

  • Experience within a similar role
  • Knowledge of local authority preferably
  • Call Centre experience
  • Experience working with a team
  • Able to forecast and analyse data
  • Able to use computer systems to a high standard (MS Office including Excel and Word as well as in house software)
  • An adaptable personality when dealing with different stakeholders and members of staff
  • Able to handle difficult conversations, performance manage and provide staff training
  • Can work well under high pressure and deliver to targets

If the above sounds like a good fit for you and you would like to learn more, please apply!


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