Resource Planner
This vacancy is published by an accredited employer with authorized corporate payroll and standard compliance adherence.
Transatlantic Cost of Living & Purchasing Power Benchmark
Position Overview & Specifications
- Manage a multi- site group dialler functionality, including blending inbound and outbound campaigns whilst managing operational team performance to deliver optimum return-on-investment across the group
- Produce long and short-term forecasts, schedules for agents and coordinate real time activities.
- Produce reports to show contact centre performance
- To manage holiday and meeting requests, ensuring there is enough resource to deal with the demand across all services.
- To 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
- Development and creation of new campaigns, including the end-to-end building IVR’s and online chat facilities, ensuring staff resource plan is optimised to campaign requirements
- Accountable for the day-to-day management of multiple customer contact channels including Dialler, IVR, SMS, Email and live web chat.
- Maintenance of multiple contact channel technologies to ensure optimum function and minimal downtime
- 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
- Export KPI information from both inbound and outbound activity to identify trends and key areas for improvement
- 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
- 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
- Salary of £27,000
- Remote Based
- Fixed Term Contract (12 months) 37.5 hours per week
- Hours: Great work life balance and only working 1 in 3 Saturdays! Monday to Friday, working shifts between 8am - 8pm, and 1 in 3 Saturdays, 8am - 4pm
- Enhanced Maternity and Paternity Package NB 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
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
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Resource Planner • Marston Holding Limited
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