Our client is looking for a Resource Analyst. You will work closely with Customer Services leadership to collate and analyse data from multiple current and historic sources and use strategic modelling to determine the staffing requirements for all channels in the Customer Services department.

You will design, build, and maintain resourcing utilisation frameworks and models to meet business requirements and changes in demand. This includes delivery of quarterly forecasts of volume and staff requirements for short and long term. Applying your customer-centric focus you consider all impacts on customer experience when planned and unplanned events occur.

You will also provide key inputs and metrics that influence staff recruitment, training, scheduling and the annual budgeting processes. They’re looking for somebody who knows their way around a complex contact centre environment, preferably multi-channel. You will know what excellent customer service looks like and be comfortable in using good judgement and experience to make sound decisions.

The location of the role is in Auckland.

You must have the legal right to live and work in the location this job is advertised in.  This means you must have citizenship, residency, or a current work visa.  You must already live in the area, supply a local phone number, and be available for interview at short notice.  You must have excellent communication skills and a high standard of both written and spoken English.

Apply in the first instance by sending your CV to recruitment.manager@hadwinjones.com  referencing the vacancy code listed in the job title.