Workforce Coordinator

6 months ago


Redhill, United Kingdom Willis Towers Watson Full time

We are seeking a Workforce Coordinator to join our growing Service Centre, this role is based on site in Redhill, Surrey. The office is in a central location within proximity to transport links and all the benefits you’d expect a large company to offer.

This independent contributor role will oversee productivity across our 3 sites and all inbound channels. The Workforce Coordinator is responsible for analysing both real-time and historic data, adjusting resourcing and forecast planning, to enable the Service Centre to optimize delivery.

All new joiners receive a laptop and a home working kit upon joining. After successfully completing the 6-month probationary period, team members have the flexibility to work from home for up to 1 day per week.

**The Role**
- Responsible for resource allocation across all sites, maximizing productivity and SLA adherence.
- Work closely with Service Centre Management to prioritize deliverables appropriately.
- Monitor and report on Agent and Queue performance, determining corrective plans of action as required.
- Analyse and interpret Service Centre operational model, identifying any lapse in productivity and performance to Team Leaders and Service Centre Management
- Strategically aligning Service Centre resource to business objectives
- Forecast demand, raising peaks in demand in advance to allow resourcing discussions to occur.
- Identify ways to optimize performance and productivity.
- Responsible for scheduling shrinkage/meetings to meet demand



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