Contact Centre Workforce Planner

4 weeks ago


Tunbridge Wells, United Kingdom Brook Street Full time

Salary: £35,000 per annum
Office based (2-3 days in office) or remote
Benefits: 25 days holiday + 8 bank holidays, Private healthcare for employee plus family, gym membership, life insurance, pension contribution, team building budget and employee events, office drinks/snacks, volunteer day, flexible bank holiday policy
Do you have call centre workforce planning experience? Have you worked for a minimum of 5 years within a contact centre? You will have excellent critical thinking and time management skills, strong data entry skills and the ability to maintain Key PerformanceIndicators (KPI's) to measure and improve team performance.
Your duties within this role will be to include:

- Monitor and propose effective shift patterns to match the business requirements, optimize performance of all teams and maximise agent satisfaction by providing flexible options considering the location, accommodation etc
- Identify and proactively manage changes to the shift patterns to deliver improved customer service
- Record business, resource and seasonal changes
- Monitor recruitment and consult the people team to make advanced plans for required shift changes
If you have worked within a similar role previously, you have excellent verbal, written communication skills, are action orientated and results driven, customer focused with a technical and analytical ability then please send your CV


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