SALARY: Competitive salary plus benefits.
We have been presented with an exciting opportunity for (Real-Time) Resource Planning Analysts to work as a part of the Workforce Planning Team for an expanding blue-chip client in a bustling inbound Customer Service Call Centre within a high quality office space close to Warwick town centre and Leamington Spa.
Customer support is of paramount importance for our client and the existing staff are talented individuals who engage efficiently with a range of customers and are passionate about providing consistent first-class support. As a Resource Planning Analyst your responsibilities will entail: monitoring adherence, talk time, GoS, ACW and Occupancy in order to meet all established Key Performance Indicators and attain optimum customer service.
You will be immersed in a close-knit culture of partnership, entrepreneurship and creativeness. Through contributing to your team’s success you are bringing to life their ethos of providing excellent customer advice and attaining the delivery of effective support and with on-going training, this will enable you to personally develop. Throughout your career here, you are offered a chance to discover something new about your work and continually strive for innovative and reformed methods of completing it. Staff have been able to progress professionally and develop lasting and meaningful relationships with colleagues and clients.
You would be working for a resourceful, trustworthy business that is outsourcing their partners to the private and public sectors. They have established long-term partnerships with some of the most respected companies nationally and globally, as well as original public sector clients.
Their expertise in business process outsourcing (BPO), financial solutions, customer relationship management, supply chain management, alongside public sector and citizen services are used to deliver new and individual solutions that enable the respective clients to achieve their objectives. In the UK and Ireland, they employ over 4,000 and internationally employ more than 66,400 people in over 270 subsidiaries across almost 40 countries worldwide with their parent group bringing in a revenue of over €16.4bn.
– Knowledge of Workforce planning principles alongside excellent verbal and written communication skills. You are expected to have an advanced understanding of Microsoft Office; specifically Excel.
– A solid understanding of contact centre metrics and their relationship to performance – i.e. AHT, Occupancy, Shrinkage, GoS, etc.
-The ability to gather and evaluate data to plan and execute schedules in order to achieve interval level employment requirements.
You Are Offered:
– A competitive salary
– Exceptional on-the-job training and constant primary skills development.
– Life assurance
– Access to a company pension scheme (After a qualifying period)
– “Perkz”; exclusive staff discounts at holiday, leisure and other retailers, including; Costa, Vue and more
If you would like to discuss this role further please contact the office.
Ref No: 2858
Job Type: Permanent
Full or Part Time: Full Time
Hours: 40 hours per week – Shift patterns vary however current office opening hours are 08:00 – 21:00, Monday to Friday and Saturday 09:00 – 17:00.