We are seeking a Workforce Coordinator to join our growing Service Centre, this role is based on site in Redhill, Surrey. The office is in a central location within proximity to transport links and all the benefits you’d expect a large company to offer.
Our rapidly growing Service Centre support incoming and outgoing contact from members, policyholders and third parties in relation to Pensions and Flexible Benefits scheme administration. We work towards strict KPI’s and aim to deliver first class service to more than 150 Clients through voice, chat and email channels.
This independent contributor role will oversee productivity across our 3 sites and all inbound channels. The Workforce Coordinator is responsible for analysing both real-time and historic data, adjusting resourcing and forecast planning, to enable the Service Centre to optimize delivery.
All new joiners receive a laptop and a home working kit upon joining. After successfully completing the 6-month probationary period, team members have the flexibility to work from home for up to 1 day per week.
The Role
1. Responsible for resource allocation across all sites, maximizing productivity and SLA adherence.
2. Work closely with Service Centre Management to prioritize deliverables appropriately.
3. Monitor and report on Agent and Queue performance, determining corrective plans of action as required.
4. Analyse and interpret Service Centre operational model, identifying any lapse in productivity and performance to Team Leaders and Service Centre Management
5. Strategically aligning Service Centre resource to business objectives
6. Forecast demand, raising peaks in demand in advance to allow resourcing discussions to occur.
7. Identify ways to optimize performance and productivity.
8. Responsible for scheduling shrinkage/meetings to meet demand