Resource Planning Advisor

Division
Planning & Analytics

Location
South West

Salary
£19,000 - £25,000

Reference
888630

Consultant
Scott Davis
scott@contactcentrepartners.com
020 8989 7779

Resource Planning Adviser (Scheduling and Real-Time) Up to £25,000

PLYMOUTH

Contact Centre Partners (CCP) is a specialist recruitment consultancy which offers permanent, temporary and interim recruitment solutions to the customer contact market

A fantastic opportunity has arisen for a Resource Planning Adviser to join and be part of a fast paced and growing division within the mortgage and financial services sector.

You will be tasked with providing support to the management team and to ensuring they receive full support against the challenges within the business. Produce and improve high-quality management information which should meet both internal and external customer demand within the call centre and customer service departments.

Responsibilities:

  • Identify and drive all recommendations in the operation to ensure the best use of shift slides, holiday usage etc
  • Communicating recommendations and escalating issues to key stakeholders both face to face and over the phone
  • Forecasting and inputting data to monitor, record and analyse shrinkage and advisor schedules.
  • Reporting out of forecasted SLA and identified improvements with service level predictions detailed before and after recommendations
  • Understand the service levels across back office to ensure correct staff loan decisions can be made
  • Real time monitoring of call volumes, AHT and staffing against intraday forecasts. Knowing and acting when reforecasting is necessary and drive forward any recommendations to ensure SLA delivery
  • Schedule and optimise activities, meetings, training, briefs and additional tasks using intraday predicted performance ensuring availability is exploited and SLA is achieved
  • Short term planning recommendations such as calculating overtime requirements
  • Understand the service levels across back office to ensure correct staff loan decisions can be made

Your experience will include:

  • Aspect eWFM Forecasting and Scheduling system knowledge of that of a similar system
  • Experience with a telephony system or equivalent Workforce Management Tools
  • Excellent attention to detail.
  • Excellent communication skills, both written and verbal.
  • Proactive approach and able to take responsibility for own workload
  • Ability to adhere to processes, whilst also identifying improvements.
  • Good IT skills, basic working knowledge of Excel.

To apply and be considered please click 'apply now' and attach your CV to the submission or contact Scott at Contact Centre Partners