- You will be responsible for specialist contact forecasting, resource planning, performance analysis, Full Time Equivalent (FTE) reconciliation, intra-day monitoring, and strategic solutions/scenario planning using a Workforce Management System.
- You will also handle any requests related to new recruitment activities.
- This role requires a hybrid work setting, with 40% time spent in the office from Monday to Friday.
- This is a permanent position offering a salary range of £39,360 - £43,817 per annum, depending on experience.
- 28 days holiday per year (including bank holidays)
- Flexible and hybrid work options to support work/life balance
- Free bus, rail, or Metrolink travel within Greater Manchester
- Defined Benefit Pension Scheme with life cover and upskilling opportunities
- Employee assistance program for physical and mental health support
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Resource Planning Officer - Manchester, United Kingdom - Transport for Greater Manchester
Description
Are you someone who is passionate about resource planning in a customer contact environment? Do you understand the importance of effective strategic resource planning in supporting the daily and long-term operations of a contact center?
Your Role
Who are we?
As a Resource Planning Officer, you will be a part of the management team at the Bee Network Contact Centre. This center handles customer engagement through various communication channels and serves as the primary point of contact for customers and stakeholders, managing inquiries, applications, complaints, and services related to travel passes, memberships, and more.
What you'll bring
To be successful in this role, you should have significant experience in resource planning and intra-day performance management within a call center or contact center environment. Your ability to analyze performance data, produce management reports, and lead a high-performing team will be crucial. Strong communication and organizational skills are essential for stakeholder and contract management.
What we can offer you
Our benefits include:
What's next?
If you have the required skills and experience and are interested in joining a dynamic team focused on providing excellent customer service, we would love to hear from you!
