About People’s Partnership:
At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fueled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.
What you'll be doing:
As a Planning & Scheduling Manager you will be responsible for overseeing the planning and scheduling of Customer Service Executives’ shifts and shrinkage activity. Your responsibilities will include ensuring the shift schedules produced and all shrinkage activity scheduled in are analysed for optimal performance within the department.
You will also be responsible for overseeing of day to day real time monitoring and analysing of Customer Service Executives real time availability across the area. You will be responsible for balancing available resource, maximising efficiency, monitoring real time productivity and availability in order for the department to meet their SLA’s and KPI’s.
* Create and maintain CS Execs’ shift schedules ensuring that shifts are optimally planned to meet the requirements and SLA’s across all contact channels and queues.
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