Overview
In this role, you will maximise the efficiency of the telesales and retained teams by accurately translating forecasts into effective schedules. You'll ensure the best use of available resources to deliver against KPIs, while producing clear and meaningful MI to support stakeholders in maximising every opportunity.
Responsibilities
* Creating and maintaining inbound and outbound schedules aligned to forecasts and business requirements.
* Maintaining resource models to support FTE planning, recruitment decisions and profitability by line of business.
* Planning, managing and communicating both strategic and operational resourcing information.
* Managing holidays, shift swaps, sickness and absence while maintaining service levels.
* Supporting new starters, leavers and changes within agreed SLAs.
* Planning offline activity with minimal business impact.
* Producing MI, reports and trend analysis by combining data from multiple sources.
* Monitoring and reporting on resource planning KPIs, identifying opportunities for improvement.
Qualifications
* Experience in resource planning and schedule production within a contact centre environment.
* Strong understanding of manual scheduling and staff requirement calculations.
* Experience using IEX/Noble and Harmony workforce management systems.
* Experience working with contact centre scheduling and software tools.
* Strong analytical skills with the ability to build reports and identify trends.
* Good commercial awareness and understanding of operational KPIs.
* Strong organisational skills with attention to detail and accuracy.
* Ability to manage multiple priorities and communicate effectively with stakeholders.
Benefits
* Performance related bonus
* Product discounts on the latest tech
* A range of wellbeing initiatives
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