Resource Planner

Office Location: Botanical House

We are looking for a new Resource Planner to join our Personal Lines Division at Botanical House. The role is to manage the resource in the department to support the division’s trading teams.

Core Activities:

  • Assisting Managers/Team Managers with phone system information.
  • Preparation of KPI reports which determine call volume, calling patterns, service trends and staff productivity. 
  • Reviewing, analysing and measuring contact centre and agent performance.
  • Daily/weekly/monthly/annual updates on performance to stakeholders through reporting and MI.
  • Plan and forecast rota schedules for Contact Centre staff.
  • Collation of overtime sheets and tracking for budget purposes.
  • Managing resource patterns, quality performance reporting and planning teams.
  • Engagement with other stakeholders across the business to understand customer and external partner requirements that impact on call and work volumes. Essential Skills for the role are; experience in call management systems, experience and knowledge of working with a dialler, experience in resource planning/monitoring of call volumes and service levels and ability to identify trends and exceptions.

Desirable Skills for the role are; an experience of web-based phone systems, people management, knowledge of operations and customer service/support and coordinator.

 

If you are interested in this role please send your CV to [email protected]

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