Job Description
Job Reference:47968CHR2_1730297672
Job Type: Permanent
Job Industry: Business Services
Contact Name: Caitlin Harris
Job Location: Leicestershire
Job Title: Work Force Planner
Job Salary: £23,000 - £25,000 Per Annum
Posted On:
Work as part of the operational support and demand team to ensure teams are correctly resourced, including short notice cover, highlighting concerns to Managers, handling client calls (including setting call-backs) and providing accurate reporting on a daily and weekly basis. This role requires you in the office Monday – Friday, 8:45am to 5:15pm.
While everyday day will offer a different challenge your core responsibilities will be to:
* Assist with the availability of Advisors using the telecommunication application to review individual codes.
* Maintain an abandon call rate of below 0.80% and an SLA target of above 99%.
* Maintain service metrics by ensuring work is queued and assigned correctly.
* Assist the Leadership team with daily, weekly, monthly, and quarterly reporting.
* Ensure annual leave is agreed within the departmental cap.
* Take inbound calls to reduce the over-flow and abandon rate for the team.
* Listen to the customers’ needs and set call-backs within a timeline.
* Set the expectation for Super Service by letting the client know timeframes.
A solid customer service background with help you thrive in this role, alongside:
* Excellent organisational and decision-making skills.
* Excellent working knowledge of Microsoft office suite.
* Ability to thrive in a fast-paced environment.
* Highly customer service oriented with a focus on service delivery.
* Positive individual with great communication skills at all levels.
* Ability to deal with detail, be methodical, analytical, and accurate.
* Being a Team player with a can-do attitude.
47968CHR2
INDHIN