• Assist the Lead Operations Executive and Forecasting and Planning Manager to manage the day to day contact across all channels ensuring that SLA targets are met.
• Effective management of call volume peaks ensuring that all resource is utilised, whilst in any downtime ensuring that all advisers are proactively working on extra activities.
• Promote extra hours ensuring that resource requirements are met and within budget.
• Be the main point of contact for all advisors regarding daily shift amends and shift swaps.
• Manage the holiday allocation process ensuring all holiday is managed in line with call demands and within business guidelines.
• Understand Contact Centre department priorities (web team, outbound, Admin) priorities and strategic goals, and take action to support and drive business improvement and change.
• Analyse calls patterns, workloads, and staffing levels and make recommendations to management to align with best practice workforce planning.
• Manage all helpdesk requests ensuring they are completed within SLA.
• The ability to work with large amounts of data and identify trends and produce reports.
• Monitor call volume trends and make recommendations for any shift changes required.
• Support the Operations Executive with data that is placed in the dialler.
• Ensure that Q-Max workforce management system is always accurate and correct with calls taken and agent activities entered correctly include absences so that the Lead Operations Executive can report on this.
• You have a duty to safeguard your own health and safety and that of your colleagues, customers and visitors. You also have a duty to co-operate with Management to enable it to comply with its health and safety duties.

Personal Specification. 

• Strong attention to detail, accuracy and time management.
• Ability to resolve routine problems and apply initiative to make sound decisions with good judgement.
• Demonstrated knowledge and understanding of workforce and resource planning.
• Experience in High volume, multi-skilled, multi-channel contact centre environment.
• Understanding of workforce planning methodologies.
• Advanced numerical and analytical skills.
• Ability to communicate and negotiate effectively with internal and external customers.
• Previous experience in a Forecast Analyst or Workforce Planner role in a Contact Centre or similar environment.
• Strong knowledge of Excel.