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- Ensuring that optimum service levels are achieved within the contact centre on a monthly, daily, and real time basis to maintain exceptional service levels.
- Data led real time analysis to ensure employee schedule adherence and tracking of off phone duties.
- Identifying trends and reporting to the Resource Planning Manager to improve call handling times and productivity within the contact centre.
- Recognise any live issues that may be impacting the customer journey and contact volumes.
- Collaborate with other business areas such as CRM and Marketing to forecast any events or promotions that may influence customer contact and service levels.
- Help to identify pain points and skill set shortages to influence induction and training requirements.
- Maintain positive relationships across the organisation in line with company values and ultimate goals.
- Provide a vital link between the Resource Planning team and Sales and Operations to ensure sales are maximised through exceptional customer service and hitting KPI’s.
- Track holiday schedules and requests, shift pattern changes, new employees, and seasonal changes.
- Experience in or a real desire to work in a similar role.
- Advanced Excel skills.
- Inquisitive and analytical minded.
- Confident communicator, both orally and written.
- Comfortable to challenge upwards, to Team and Operational Leaders.
- Maximise capacity, maintaining and reducing costs.
- Free onsite parking.
- Staff discount.
- Medical cash plan.
- Discounted gym memberships.
- Pension.
- Additional holiday entitlement.
- Cycle to work scheme.
- Progressive culture.
- Collaborative working environment.
