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Resource Management Coordinator

3 months ago

Hinckley, Leicestershire, United Kingdom The Portfolio Group Full time

Position Overview

Join our operational support and demand team at The Portfolio Group, where your role will be pivotal in ensuring optimal resource allocation for our teams. This position involves managing short-notice coverage, addressing concerns with management, handling client communications (including scheduling callbacks), and delivering precise reporting on a daily and weekly basis. This role is office-based, requiring your presence Monday through Friday, from 8:45 AM to 5:15 PM.

Your Key Responsibilities Will Include:

  • Monitoring Advisor availability through our telecommunication system to assess individual performance codes.
  • Maintaining an abandon call rate below 0.80% while achieving a service level agreement (SLA) target exceeding 99%.
  • Ensuring service metrics are upheld by properly queuing and assigning tasks.
  • Supporting the Leadership team with comprehensive reporting on a daily, weekly, monthly, and quarterly basis.
  • Coordinating annual leave requests within departmental limits.
  • Managing inbound calls to minimize overflow and reduce abandonment rates.
  • Understanding customer needs and scheduling callbacks within designated timeframes.
  • Setting clear expectations for exceptional service by communicating timelines to clients.

To excel in this role, a strong background in customer service is essential, along with:

  • Outstanding organizational and decision-making abilities.
  • Proficient knowledge of the Microsoft Office suite.
  • The capability to perform effectively in a dynamic, fast-paced environment.