Experienced Call Centre Resource Planner
We have a fantastic opportunity for a Resource Planner to join their team on a 12-month Fixed Term Contract. The role of the Resource Planner is to maintain and develop the in-house group dialler functionality to ensure cross-site contact centres are always operating at optimal efficiency and effectiveness. This will be supported by and carried out in collaboration with the Head of Resource Planning.
Core duties and responsibilities
1. Manage a multi-site group telephony dialler functionality, including blending inbound and outbound campaigns whilst managing operational team performance to deliver optimum return-on-investment across the group.
2. Produce long and short-term forecasts, schedules for agents and coordinate real-time activities.
3. Produce reports to show contact centre performance.
4. Manage holiday and meeting requests, ensuring there is enough resource to deal with the demand across all services.
5. Ensure that any customer-initiated inbound calls are answered promptly, call queues are kept to a minimum and customer call-backs are returned within agreed timescales.
6. Development and creation of new campaigns, including the end-to-end building of IVRs and online chat facilities, ensuring the staff resource plan is optimised to campaign requirements.
7. Accountable for the day-to-day management of multiple customer contact channels including Dialler, IVR, SMS, Email, and live web chat.
8. Maintenance of multiple contact channel technologies to ensure optimum function and minimal downtime.
9. Monitoring of call centre KPIs in a live environment, ensuring on the day trends are under close supervision and any changes in the metrics are highlighted.
10. Export KPI information from both inbound and outbound activity to identify trends and key areas for improvement.
11. Communicate with department heads within the group to ensure feedback is cascaded appropriately and efficiently to ensure a consistent approach is delivered across the various brands within the Contact Centre structure.
Person specification
* Highly analytical in approach.
* Effective communication and organisational skills.
* Good understanding and use of Microsoft Office Applications.
* Comfortable delivering presentations to senior members of the business.
* Strong forecasting skills.
* Comfortable working alone as well as part of a team.
What's in it for you?
* Salary of up to £27,500.
* Remote Based Fixed Term Contract (12 months).
* 37.5 hours per week. Hours: Monday to Sunday working shifts between 8am - 8pm.
* Enhanced Maternity and Paternity Package (subject to eligibility criteria).
* 26 days annual leave plus bank holidays.
* Health Cash Plan.
* Staff benefits designed to suit your lifestyle, from discounts on high street and online shopping to travel, socialising, and wellbeing.
If this sounds like the job for you, please apply...
#J-18808-Ljbffr