Workforce Planning Support Specialist Ii

2 days ago

Coventry, United Kingdom TSYS MANAGED SERVICES EMEA LTD Full time

TSYS Managed Services has a range of contact centre roles specialising in Customer Service, Risk Management, Collections, Back Office and Help Desk related services for Financial Institutions.

We currently have an exciting opportunity for an experienced Resource Planner **to join our team in Coventry on a full time, permanent basis. **We are offering a competitive salary plus excellent benefits.*

The Resource Planner will be responsible for compiling staffing level requirement forecasting and workplace scheduling in a call‐centre environment.

Key Responsibilities**
- Scheduling multi skilled areas against forecasted requirements signed off by the client
- Planning and scheduling off phone activity whilst maintaining forecasted Service Levels
- Reviewing holiday requests and communicating to the Operational departments
- Scheduling summaries to be produced and analysed
- Planning for changes in work patterns, investigating potential scenarios, and finding solutions to challenges that arise.
- Preparing reports to determine call volume, calling patterns, service trends, and staff productivity.
- Tracking holiday schedules, shift change requests, and monitors new‐hire, holiday, and seasonal shift needs.
- Updating and maintains scheduling database with current information.
- Provide weekly & monthly report to the Senior Management Team
- Ad hoc reporting and projects will be given with business delivery timelines
Although based in Coventry there will also be a requirement for some travel to our site in Milton Keynes.

The successful applicant will be a highly organised, self-motivated individual who can produce high quality work under pressure and who is possessed of the following skills and abilities:

- Previous experience in a similar role
- Previous exposure and understanding of a WorkForce Management tool
- Professional and flexible approach with a “can do” attitude
- Highly self-motivated and performance orientated with the ability to prioritise
- Excellent attention to detail
As well as a competitive salary and a fast paced, fun working environment this role comes with the following benefits:

- 26 days holiday, excluding bank holidays (With the option to buy/sell an additional 5 days)
- Free on-site parking
- Pension scheme
- Childcare voucher scheme
- On-site canteen
- Eye Care Vouchers
- MediCash Health Plan (On completion of 6 month service)

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00-£28,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Cycle to work scheme
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay
- Work from home
Schedule:

- 8 hour shift

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