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Call Centre Resource Planner

2 months ago

Oldham, United Kingdom Marston Holdings Ltd Remote Work Freelance Full time

Experienced Call Centre Resource Planner

We have a fantastic opportunity for a Resource Planner to join their team on a 12-month Fixed Term Contract.

The role of the Resource Planner is to maintain and develop the in-house group dialler functionality to ensure cross site contact centres are always operating at optimal efficiency and effectiveness. This will be supported by and carried out in collaboration with the Head of Resource Planning.

Marston Holdings Limited is a parent company formed of eight brand entities that each specialise in key areas of our overarching business. In a nutshell, we are the UK's largest judicial services company and pioneers in clean air technology, offering services that support local and central government, utilities, and private sectors through the delivery of market leading integrated technology-enabled solutions from design and implementation to management and recovery.

The group currently has revenue of £326m, employ over 5,000 staff and has a network of 1,000 self-employed enforcement agents. The business operates 21 lines of business across several trading entities, primarily in the UK.

Core duties and responsibilities

  • Manage a multi- site group telephony 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

Person specification

  • ­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

What's in it for you?

  • Salary of upto £27,500
  • Remote Based
  • Fixed Term Contract (12 months) 37.5 hours per week
  • Hours: Monday to Sunday working shifts between 8am - 8pm.
  • 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

If this sounds like the job for you, please apply....

New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change.

We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.