Workforce & Planning Support Specialist - Milton Keynes, United Kingdom - TSYS Managed Services EMEA

TSYS Managed Services EMEA
TSYS Managed Services EMEA
Verified Company
Milton Keynes, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

TSYS Managed Services EMEA (TMS) are part of TSYS, a Global Organisation serving 400 clients in more than 80 countries. We make it possible for millions of people to use our payments solutions including credit, debit, prepaid and merchant services.


We are currently recruiting for a
Workforce Planning Support Specialist Lead to join our existing busy and exciting team in Milton Keynes on a full time, permanent basis.

Working 37.5 hours per week / Mon - Fri / Within the hours 8:00 - 18:00.


Summary of This Role
Compiles staffing level requirement forecasting and workplace scheduling in call‐center environments. Prepares reports to determine call volume, calling patterns, service trends, and staff productivity. Tracks vacation schedules, shift change requests, and monitors new‐hire, holiday, and seasonal shift needs. Updates and maintains scheduling database with current information.


Benefits We Offer:


  • Life Insurance x1 Salary (Can be increased to x4 at additional cost)
  • Fully paid training provided onsite where applicable
  • MediCash Healthcare Plan


  • Pension (Employee 5%

  • Company 3% contributions)
  • 26 Days Annual Leave + Bank Holidays (Rising to 30 days with continuous service)
  • Option to buy or sell additional leave
  • Enhanced Sick Pay 13 Weeks full pay after 12 months service chance for this to increase based on length of service with us
  • Cycle to work scheme
  • Maternity & Adoption Pay (12 Weeks Full Pay after 26 weeks in employment)
  • Paternity Leave (2 Weeks Full Pay
  • After 26 weeks in employment)
  • Shared Parental Leave (12 Weeks Full Pay after 26 weeks in employment)
  • Bereavement Leave (5 Days Leave at Full Pay)
  • Dependent Leave (2 Days at Full Pay)
  • Free onsite parking
  • Subsidized Canteen

What Part Will You Play?

  • Oversees the administration of the call centre phone system. Addresses all unplanned changes/adjustments to scheduling and call volumes and drives service levels through the adjustment of staffing to assure service levels.
  • Assists management by managing the day‐to‐day operations by monitoring adherence to schedules, service levels and incoming call volumes.
  • Mentors and providestraining to less experienced Workforce Planning Support Specialists in their respective job requirements.
  • Analyses call centre data to identify work flow anomalies and establish call volume trends to forecast staffing levels, reduce variances from schedules and increase effective use of staff resources to meet productivity goals and objectives.
  • As the SME, meets the business needs of internal and external clients by making recommendations for improving workforce utilization for proper shift coverage to accommodate expected/unexpected changes in call volumes, service activity or resource availability

Competencies

  • Proficient in Excel
  • Results Orientation
  • Critical and Analytical Thinking
  • Customer Focus
  • Fostering Relationships
  • Effective Communicator
What Are Our Desired Skills and Capabilities?


Minimum Qualifications

  • High School Diploma or Equivalent
  • Typically Minimum 6 Years Relevant Experience
  • Experience in the use of Management Information Technology

Preferred Qualifications

  • Typically Minimum 68 Years Relevant Exp
  • Experience in call center resource management
  • TSYS Managed Services (TMS) offer financial solutions in the form of customer service, through our outsource contact centres on behalf of Banks and Building Societies in the UK and Europe. We are part of a larger worldwide organisation called Global Payments who operate in over 80 countries worldwide offering payment solutions._

Salary:
£40,000.00-£45,000.00 per year


Benefits:


  • Bereavement leave
  • Canteen
  • Casual dress
  • Company events
  • Company pension
  • Cycle to work scheme
  • Enhanced maternity leave
  • Enhanced paternity leave
  • Flexitime
  • Life insurance
  • Onsite parking
  • Referral programme
  • Sick pay
  • Work from home

Schedule:

  • Flexitime

Work Location:
In person
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