Planning Specialist

1 week ago

StokeonTrent, United Kingdom Atlanta Group Full time

To support Resource Planning Leadership team and mentor Resource Planning Analysts in delivering multi-faceted service to Atlanta Operations - using varied planning experience and expertise to drive Resource Planning improvements; duties will include a mix of:

- supporting real-time monitoring, articulation of plans, reporting real-time performance, deviation from plans and basic root cause analysis of contact centre performance.
- positively influencing call centre performance via assessment and monitoring of tactical plans, call centre volumes and CSA skilling, scheduling, and behaviours
- making timely recommendations to operational managers and Team Leaders.
- focusing on upcoming performance making timely interventions to avoid poor customer experience.
- Demonstrating good working knowledge of IEX WFM and excel - contributing to the creation and development of tactical performance plans and their implementation.
- Planning scheduling activities as appropriate - working with Training and operational managers to ensure that key scheduling requirements are met
- working with operational managers to ensure that plans adapt to meet changing circumstances.
- Ensuring operational schedules are accurate and fit for purpose - assessing requests for off-phone time and managing off-phone requests appropriately
- Understanding global resource model and ensuring that scheduling and real-time activities are focused on delivering best Atlanta-wide operational performance

We are working in a company where there are always moving goal posts - so no day is ever quite the same. We are a successful, growing company and this is a real opportunity to make this role your own.

**Join us and be part of a family**

We are one of the fastest growing insurance brokers, made up of some amazing heritage brands. With Swinton Group, Autonet, Carole Nash and Be Wiser we have over 100 combined years of experience. Every day, our people push boundaries and go further, empowering our customers and colleagues to make big decisions. When you join us, you join our family that is always innovating and always growing. With a relentless focus on collaboration, quality and curiosity, we help our people flourish. That’s why our people are the reason why we are the success we are today. There’s never been a better time to become part of our story.

ATL

LI-VGT

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