4 months ago
Hugely successful Travel Company in Lancashire is expanding due continued success and are now looking to add to their resource and planning team and are seeking a Real Time Scheduling Analyst. This is a varied role with responsibilities across all disciplines of resource and Planning , including forecasting, Scheduling and MI. You will be required to deliver demand & resource forecasting, scheduling, shift management and reporting to achieve the business requirements.
*Ensuring that optimum service levels are achieved within the contact centre on a monthly, daily and intra-day basis in order to drive up service level consistency performance.
*Real Time Analysis on a daily basis to ensure employee schedule adherence and management and tracking of off phone tasks.
*Accurate collation of all core and non-core activities on a real-time basis to ensure up to date intra-day forecasts and accuracy in shrinkage calculations.
*Reporting performance to management, to enable them to make timely decisions about planned off line activities and outages
*Recognise and highlight any live issues that may be impacting customers and consequently driving contact volumes
*Manage advisor skill groups and balance resources to achieve target KPI's
*Liaise with other business areas (such as CRM and Marketing) to anticipate any events or promotions that may influence service levels
*Help to identify skill set shortages for short-term training requirements
*Maintaining positive relationships with all departments to ensure that joint goals are met
*Acting as a conduit between resource planning and the operation to ensure sales are maximised through great customer service and team KPI's are achieved
*Tracks holiday schedules, shift change requests, and monitors new-employees, holiday and seasonal shift needs.
*Updates and maintains scheduling database with current information.
Ideally you will have previous experience of working within in similar role in a contact centre environment.
You will be offered an excellent basic salary of up to £21,000 plus additional benefits and travel discounts. Hours are Monday - Sunday working shifts between 08.30 - 22.00.
Please follow the instructions to apply and send your CV! For any questions, please contact Lisa onor Lisah@traveltraderecruitment.co.uk
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