Hours of work: 37.5 per week

Salary:  £19k - £23k DOE

Location: Plymouth

Job Description:

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.

Essential skills, knowledge and experience required:

• 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