Job Description

You’ll work closely with the rest of the Planning Team and Operational Managers across Commercial to provide end to end planning and service delivery support. This will include reporting and reviewing channel performance and productivity, overseeing real-time management and supporting with contact channel changes, whilst acting as a centralized point of contact for all Real Time and Channel related enquiries. In this role you will be responsible for assisting with the management of resource to ensure all workloads are answered within their target time according to the relevant business area.

What you'll be doing?

• Co-ordinating the resourcing and planning to ensure that SLA’s are met.
• Managing time off requests for offline time, annual leave and absence.
• Monitoring real time delivery of planned schedules through dashboard, ensuring adherence to schedules across all channels.
• Accurate and up to date staff resource database maintained.
• Attendance and input at Operational Planning meetings, to help lead and steer Operation to success.
• Identifying operational improvements.
• Production and delivery of performance MI including telephony, dialler, email and live chat productivity reports.
• Support Workforce Planning Team Leader with the delivery and tracking of telephony changes, work requests and call routing.
• Sending operational text messages and providing reporting.

What we offer?

• Annual company & performance-based bonus
• Contributory pension scheme (up to 12% employer contributions)
• Life Assurance (up to 10 x annual salary)
• 23 days annual leave plus Bank Holidays
• Opportunity to buy up to 5 extra days leave or sell up to 3 days leave
• Gym benefits

Required Knowledge, Skills, and Abilities

• Experience working within workforce management or real time team, producing forecasts and productivity reports
• The ability to use workforce planning software and technology to create forecasts, calculate staffing requirements, and organize. Schedules for the contact Centre.
• Demonstrable influencing skills and experience in remote team-working with the ability to work in a fast-paced environment.
• Advanced verbal and written communication skills. Sound, analytical, numerical and grammatical skills.
• Good organizational and planning skills with high attention to detail ensuring accuracy.
• Knowledge of workforce management and customer contact channel systems.
• Ability to work under own initiative, to remain calm under pressure.
• Extensive Microsoft Office skills.