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Resource Planning Advisor

Our Client is seeking an experienced Resource Planner Advisor to support the efficient delivery of SLA’s across the business.

Are you looking to work for a successful and expanding company with opportunity for development and progression?

Have you a Contact Centre background and experience of Scheduling and Real-Time operations?

If the answer is Yes! Then apply now.

Key responsibilities:

 

  • Real time monitoring of call volumes and AHT  
  • Forecasting staffing against intraday forecasts and driving recommendations to ensure SLA delivery
  • Identifying, Scheduling and optimising activities (e.g. meetings, training, briefs, holiday usage)
  • Reporting out of forecasted SLA and identified improvements with service level predictions detailed before and after recommendations.
  • Managing adviser holiday entitlements and allowances
  • Auditing systems, databases and spreadsheets to ensure accuracy.
  • Managing short term planning recommendations such as calculating overtime requirements, producing service level recovery plans 
  • Understand the service levels across back office to ensure correct staff loan decisions can be made
  • Communicating recommendations and escalating issues to the operation by email, telephone and face to face.
  • Providing Management information including absence reporting, forecast variances and ad hoc requests.
  • Accurate and timely production of reports.

Desirable skills, knowledge and experience:

  • Knowledge of the Avaya CMS telephony system
  • Knowledge of WFM systems
  • Accuracy and attention to detail.
  • Excellent communication skills, both written and verbal.
  • Able to use initiative.
  • Ability to adhere to processes, whilst also identifying improvements.
  • Good IT skills, basic working knowledge of Excel.
  • Flexible and receptive to change.

Desirable skills, knowledge and experience:

  • Basic working knowledge of Microsoft Access

Knowledge of Verint impact 360 Forecasting and Scheduling system