Location:Remote (with occasional travel to our Hinckley head office)
Salary:£25,000-£30,000 depending on experience (+£5k OTE*)
About Yopa
At Yopa, we believe in transforming the real estate experience for homeowners. As an innovative and customer-centric company, we are seeking a dynamic and detail-oriented individual to join our team as a Resource Planning Co-Ordinator. If you are passionate about optimizing call center operations, implementing efficient resource planning solutions, and driving continuous improvement, then this role is perfect for you!
Core Focus Areas
Planning/Scheduling
* Implement and manage operational planning solutions for a 60 FTE call center to meet customer demand and achieve SLAs.
* Evaluate and optimize working schedules across contact center teams, including employee rotas and holiday schedules.
* Embed solutions to enhance resource productivity and identify opportunities for improvement.
* Maintain and refine forecast models for short to medium-term capacity planning (0-6 months).
* Prepare, analyze, and present data in meaningful presentation packs for Senior Management visibility.
Dialler Management
1. Strategically plan and optimize outbound campaigns to maximize contact rates and campaign effe...