Resource Coordinator

4 weeks ago


Hinckley, Leicestershire, United Kingdom The Portfolio Group Full time

Position Summary

Join our operational support and demand team at The Portfolio Group, where you will play a vital role in ensuring optimal resource allocation for our teams. This position involves managing short-notice coverage, addressing concerns with management, handling client communications, and delivering precise reporting on a daily and weekly basis. This role requires your presence in the office during standard business hours, Monday through Friday.

Your primary responsibilities will include:

  • Monitoring Advisor availability through our telecommunication systems to assess individual performance codes.
  • Maintaining an abandon call rate below 0.80% while achieving an SLA target exceeding 99%.
  • Ensuring service metrics are upheld by accurately 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 mitigate overflow and reduce abandon rates.
  • Understanding customer needs and scheduling timely call-backs.
  • Setting clear expectations for service excellence by communicating timelines to clients.

A strong background in customer service will greatly benefit you in this position, along with:

  • Exceptional organizational and decision-making abilities.
  • Proficient knowledge of the Microsoft Office suite.
  • The capability to excel in a dynamic and fast-paced work environment.

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