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Redhill

    Planning and Performance Coordinator - Redhill, Surrey, United Kingdom - WTW

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    Description

    The office is in a central location within close proximity to transport links and all the benefits you'd expect a large company to offer.

    Our rapidly growing Service Centre support incoming and outgoing contact from members, policyholders and third parties in relation to Pensions and Flexible Benefits scheme administration.

    The Workforce Coordinator is responsible for analysing both real-time and historic data, adjusting resourcing and forecast planning, to enable the Service Centre to optimize delivery.

    After successfully completing the 6-month probationary period, team members have the flexibility to work from home for up to 2 days per week.

    Monitor and report on Agent and Queue performance, determining corrective plans of action as required
    Analyse and interpret Service Centre operational model, identifying any lapse in productivity and performance to Team Leaders and Service Centre Management
    Identify ways to optimize performance and productivity.
    Computer literate
    Experience with Service/Contact Centre systems, including IVR, voice, chat, and email channels
    Able to evidence a detailed understanding of workforce planning methods within a Service/Contact Centre
    Experience working with workforce management software systems.
    We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.


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