The role:
Working closely with the Workforce Optimisation Manager – the role is to create scheduling plans to ensure we have the right people, in the right place, at the right time and therefore supporting in achieving service level targets.
Key responsibilities:
1. Using Calabrio to optimise schedules across the business to ensure service levels are met. Continually ensuring data integrity within Calabrio
2. Take a proactive approach, making recommendations for handling over and understaffing situations
3. Maintain constant communication with the Operations team to coordinate staffing adjustments
4. Focus on FTE’s by delivering regular performance vs capacity analysis, monitoring team changes, and highlighting any risk balancing workflow
5. Monitoring inboxes and dealing with any requests promptly
6. Maintain annual leave approvals and other ad-hoc leave requests within agreed service levels
7. Be a part of driving continual change working with the WFOM on forecast and schedules to identify continual improvements
8. Proactively monitoring shrinkage, schedule adherence, variance reports of daily traffic volumes, headcount analysis and real time performance
The person:
9. Experience working with Calabrio or similar Workforce Management systems within a contact centre or planning role
10. Excellent data analysis skills – with high level of attention to detail
11. Ability to work under pressure and manage competing priorities
12. Proficient with Microsoft Office Suite or related software
13. Capability to handle ambiguity and make decisions with limited information
14. Excellent written & verbal communication skills and confidence to say “no” nicely
The package:
15. Permanent contract, working 37.5 hours per week Monday to Friday
16. Flexibility to work from our spacious, state of the art offices and the ability hybrid
17. 25 days annual leave plus bank holidays
18. Mental Health Support (Employee Assistance Program) with access to an onsite mental health counsellor
19. Access to our brand-new wellbeing room to help enhance your physical and mental wellbeing
20. Access to a 24/7 Doctor line
21. Free breakfast & subsidised meals
22. Free onsite gym access
23. And did we mention our epic parties? We know how to celebrate in style!
PLEASE NOTE: By clicking ‘Apply’, you will automatically be redirected to a new webpage, where you will be required to complete an online application to be considered for this role.
Candidates with the experience or relevant job titles of; Planning Officer, Technical Planning Assistant, RTPI, Technical Services Officer, Development Technician, Planning Administrator, Planning Controller, Planning Consultant, Development Control Planner, Town and Country Planning, Town and Country Planner, Energy Project Manager, Project Manager may also be considered for this role