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Resource Planning Analyst
Recruiter
Careerpath Consulting Ltd
Location
in South East London , South East
Salary: 22k-25k plus excelent benefits
Reference: RPA/BR
Job Summary / Purpose:
Management of shifts patterns to ensure agreed performance targets are achieved.
Key Responsibilities:
Strategic
Allocation and control of Contact Centre shift patterns, which provide a work/life balance and achieve performance targets
Resource Planning
Allocation of shifts across group;
Shift changes are carried out in a timely manner, via correct forward planning;
Control of all off the phone activity in line with shift patterns;
All rota’s to be subject to a quarterly review and any changes made to follow the agree guidelines. New rotas to take into account future recruitment plans;
The WFM system is updated on an ongoing basis:
Future planning to be in place to ensure service levels are met: Bank Holidays, theme days etc:
Monitor overtime requirement, and raise requests as and when necessary:
Build a strong relationship with the Service Drivers and Holiday Administrators:
Ensure the R&T best practice is adhered to at all times.
Ensure all agreed Service Levels are met.
A strong understanding of the Telephony set up within area of responsibility.
Resolve daily Telephony issues, liaising with the Business Services when necessary;
A full spec on application.
Management of shifts patterns to ensure agreed performance targets are achieved.
Key Responsibilities:
Strategic
Allocation and control of Contact Centre shift patterns, which provide a work/life balance and achieve performance targets
Resource Planning
Allocation of shifts across group;
Shift changes are carried out in a timely manner, via correct forward planning;
Control of all off the phone activity in line with shift patterns;
All rota’s to be subject to a quarterly review and any changes made to follow the agree guidelines. New rotas to take into account future recruitment plans;
The WFM system is updated on an ongoing basis:
Future planning to be in place to ensure service levels are met: Bank Holidays, theme days etc:
Monitor overtime requirement, and raise requests as and when necessary:
Build a strong relationship with the Service Drivers and Holiday Administrators:
Ensure the R&T best practice is adhered to at all times.
Ensure all agreed Service Levels are met.
A strong understanding of the Telephony set up within area of responsibility.
Resolve daily Telephony issues, liaising with the Business Services when necessary;
A full spec on application.
Recruiter:Careerpath Consulting Ltd
Website: http://careerpathconsulting.co.uk
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Published at 01-09-2008
Viewed: 715 times
Viewed: 715 times
