Resource Planning Specialist

14 hours ago


Manchester, United Kingdom The Portfolio Group Full time
The Portfolio Group is a leading provider of Employee Assistance Programs (EAPs) and Occupational Health services in the UK and Ireland. We are seeking a highly skilled Resource Planning Specialist to join our digital counselling team. As a key member of our workforce planning function, you will play a critical role in ensuring our Service Level Agreements (SLAs) are met.

In this role, you will be responsible for managing workloads, distributing tasks, and ensuring that our digital counselling team operates efficiently. You will also be responsible for responding to live chats and emails, and triaging cases to ensure clients receive the necessary support.

Key responsibilities include:
* Monitoring workloads and distributing tasks to ensure optimal SLA achievement
* Ensuring teammates adhere to rotas and daily plans set by Workforce Planning
* Managing and distributing queries and enquiries across the digital counselling team
* Recording accurate notes against cases and capturing client information on the database
* Supporting digital services by completing emails and live chats
* Maintaining and assessing productivity levels to ensure service provision is maintained and SLAs are achieved

You will have excellent attention to detail, with the ability to prioritise and work unsupervised as required. In return, you can expect a competitive salary, comprehensive benefits package, and opportunities for career development.

Salary: £55,000 - £70,000 per annum, depending on experience.

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