We're looking for somebody who will over see the day to day demands of the Customer Service Centre are managed, through effective pro-active resource planning and on the day real time management.  You will be managing across multiple channels with differing demands to support the successful delivery of service level KPIs and client expectations.

You will support the management team to identify trends and insight to assist with the continual improvement of the centre.

Job title:

Resource Planner, Real Time and Data Analyst

Job Description:

KEY RESPONSIBILITIES

• Workforce planning driven by effective use of tools, software and historical trend analysis
• Tracking specified call types, volumes and performance levels
• Ensure accurate, timely and comprehensive MI delivery to leaders
• Ensure all necessary activities are planned and tracked, working alongside Team Mangers to support them with the effective management of their team. (Mandatory Training, Annual Leave, Coaching, 121s etc)
• Progress chase issues relating to systems, software or hardware performance to ensure impact to operation is minimised.
• Output of recognition league table and performance MI to the customer service centre.
• Real Time monitoring of CMS system to ensure demand is manged in line with Service Level KPIs
• Support the business with analytical insight
• To proactively identify areas for performance improvement
• To proactively identify blockages and take appropriate action to remove any resistance to service improvement with the support of the Management Team
   

KEY SKILLS

• Proven Resource Planning experience.
• Excellent Excel abilities
• Proven experience in the use of a variety of reporting tools
• Good written and verbal communication skills
• Good Keyboard skills
• Above average numeric and analysis skills

What’s in it for you?

• A competitive basic salary
• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform