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    Resource Planning Co-Ordinator - Leicester, United Kingdom - YOPA

    YOPA
    YOPA Leicester, United Kingdom

    Found in: J-Vers UK C2 - 6 hours ago

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    Description

    Location: Remote (with occasional travel to our Hinckley head office)

    Salary: GBP25,000-GBP30,000 depending on experience (+GBP5k OTE )

    About Yopa

    At Yopa, we believe in transforming the real estate experience for homeowners. 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

    Core Focus Areas

    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.
    • Embed solutions to enhance resource productivity and identify opportunities for improvement.
    • Maintain and refine forecast models for short to medium-term capacity planning (0-6 months).
    • Prepare, analyze, and present data in meaningful presentation packs for Senior Management visibility.

    Dialler Management

    • Strategically plan and optimize outbound campaigns to maximize contact rates and campaign effectiveness.
    • Analyze performance metrics related to dialler operations, ensuring adherence to targets and KPIs.
    • Implement and oversee dialler technologies, evaluating and adopting new tools for efficiency.
    • Proactively identify areas for improvement, implementing continuous improvement initiatives.
    • Ensure strict adherence to regulatory requirements and compliance standards in outbound communications.

    Real-time Analysis

    • Optimize call center resource and availability to align with call profiles or workload demands.
    • Review real-time activity to minimize call queues and prevent call abandonments.
    • Utilize workforce management tools to unlock the full potential of supported operations.
    • 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.

    Speech Analytics

    • 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.
    • Provide actionable insights and recommendations to improve call center processes and enhance customer experience.
    • Manage relationships with speech analytics vendors, staying informed about updates and industry advancements.

    About You

    • 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.
    • Excellent communication and presentation skills.
    • Knowledge of regulatory requirements and compliance standards in outbound communications.
    • Software experience including WFM and HRIS
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