Resource Planner – Call Centre

Job Details

Contact Info

Contact Person: Tony Martin Email: tmartin@massenhove.co.uk Telephone: 01621 786 220
Job Title: Resource Planner – Call Centre

Job Description

Reporting to the Head of Sales and Customer Service, the Resource Planner will manage and oversee short and long term resource planning for the Sales and Customer Service departments, analysing telephony MI to ensure that all shift patterns, breaks and off phone activity accurately reflect business needs.

Job Responsibilities:

Responsible for delivering duties such as:

Ensuring all long and short term planning is dealt with, accurately within business needs and timescales

Analysing shift patterns, call volumes to flag potential issues

Day to day maintenance of Workforce Management Systems

Maintenance of all staff records and schedules and ensuring all data is accurate

Any other reasonable duties as required

Key Requirements:

Experience of working within a contact centre environment,

Experience of meeting targets and KPI’s within a FSA regulated environment

Experience in forecast/planning/scheduling (desired, but not essential)

Experience with a Workforce Management System (QMAX Desired)

Excellent analytical, numeracy and literacy skills

Proven exposure in a Financial Services Regulated environment

PC skills particularly in Microsoft Office, in Particular MS Excel

Comprehensive understanding of regulatory requirements and company principles (including TCF) following appropriate training

Solid understanding of the business objectives and operations

Details

Job Ref: MASS 968 Hours: Full Time Location: Sussex Working Term: Permanent Position Salary: £28,000

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