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    Remote Travel Coordinator - United Kingdom - theforum - jobboard

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    theforum - jobboard United Kingdom

    2 weeks ago

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    Description

    As we've recognised along with other organisations is that there is a lot of vacancies within the market now making it really challenging to recruit into our planning team.

    Remote (with occasional travel to our Hinckley head office)

    As an innovative and customer-centric company, we are seeking a dynamic and detail-oriented individual to join our team as a Resource Planning Co-Ordinator.

    If you are passionate about optimizing call center operations, implementing efficient resource planning solutions, and driving continuous improvement, then this role is perfect for you
    Planning/Scheduling

    Implement and manage operational planning solutions for a 60 FTE call center to meet customer demand and achieve SLAs.

    Evaluate and optimize working schedules across contact center teams, including employee rotas and holiday schedules.
    Maintain and refine forecast models for short to medium-term capacity planning (0-6 months).
    Prepare, analyse, and present data in meaningful presentation packs for Senior Management visibility.
    Analyze performance metrics related to dialler operations, ensuring adherence to targets and KPIs.
    Ensure strict adherence to regulatory requirements and compliance standards in outbound communications.
    Real-time Analysis
    Conduct trend analysis of operational performance, providing recommendations to enhance service levels.
    Manage operational staff for maximum productivity through real-time monitoring and effective rescheduling.
    Compile regular and ad hoc Management Information (MI) requests, prioritizing data accuracy and quality commentary.
    Conduct thorough analysis of speech analytics data to extract valuable insights related to customer interactions and agent performance.
    Monitor and evaluate speech analytics performance, ensuring effective capture and analysis of relevant data.
    Manage relationships with speech analytics vendors, staying informed about updates and industry advancements.
    Experienced in either resource planning, outbound dialler, real-time analysis, (desirable: speech analytics within a call center environment).
    Strong analytical and problem-solving skills, with proficiency in data analysis tools.
    Knowledge of regulatory requirements and compliance standards in outbound communications.
    Software experience including WFM and HRIS
    Hybrid Working
    Group Discounts Across Retail & Entertainment
    Employee Referral Scheme
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