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Are you an experienced Call Centre Capacity Planner looking for a brand-new opportunity?
If you have 1-2 years of workforce management experience, generating contact case volume forecasts, projecting staffing levels and determining optimal schedule patterns for a contact centre operation then you would be a great fit for this new role.
This is an exciting opportunity to work with one of the UK's largest, well-known brands and one of the most active sports sponsors in the UK. The business is dedicated to delivering exceptional customer experiences across their retail stores and online platform. This role will be pivotal in ensuring optimal staffing to handle forecasted contact and case volumes within agreed KPI's across the Central Operations Team.
This is an office-based role, working Monday to Friday.
Key responsibilities:
- Ensure suitable resource allocation to allow for the right skills and capabilities to be utilised to support in delivering a best-in-class service to customers.
- Analysing contact and case volume trends, determining if and how various business initiatives may impact that volume.
- Determining staff requirements and required schedule patterns.
- Developing reports that provide insight into the central operations team's performance reports as well as intermediate level analysis.
- Generating and modifying the schedules across the central operational teams to ensure coverage and optimal service levels.
- Identifying potential gaps in scheduled coverage and presenting recommendations to the management team.
- Working with management to schedule 'offline' time including but not limited to meetings, training coaching's, etc.
- Monitoring contact volume and determining if actual volume is coming in under or above forecast.
- Manage scheduled activity in the operational teams to ensure appropriate coverage is scheduled to achieve the optimal service level touch points informing management of performance and activity throughout the day.
- Ensure data integrity within the WFM system.
- Capture, store and report on historical statistics.
- Complete additional ad-hoc reporting queries.
- Run and maintain payroll reports where applicable.
Experience and Skills:
- 1-2 years of Workforce Management experience using WFM software
- 1-2 years of Excel experience with Intermediate knowledge of formula definitions
- 1-2 years of Data Analysis experience capturing, storing and reporting historical statistics (call volumes, AHT, service level, forecast accuracy, etc)
- 2-3 years working in a Call Centre environment (experience of working in a 75+ seat contact centre during that time)
- Must have strong mathematical and statistical skillset to maintain accurate data reporting
- Must have data analysis experience capturing, storing and reporting historical statistics
Benefits:
- Benefit from bonuses, incentives, retail discount vouchers and more.
- Monthly pension contributions.
- Enhanced maternity & paternity pay.
- A long-service recognition programme and life milestone rewards.
- A recognition scheme to earn and convert points to spend with over 700 retailers.
- A comprehensive financial wellbeing package including salary-based savings with a 5% boost, early access to earnings and free 121 financial coaching.
- Mental health support including an independent Employee Assistance Programme, a 24/7 virtual GP service and complimentary eye tests.
INDMANS
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