Publicat 15 Sep 2020 | Reactualizat 22 Sep 2020 | Expiră 15 Oct 2020

Resource Planner

1 post

Candidatul ideal

Join #theAteam!

We’re looking for a talented Resource Planner to join our team and work together to drive our business and deliver excellent service to our customers.
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Who we are - The Superhero Team:

#theAteam are a talented bunch of customer engagement experts, united by our hard-working, fun-loving culture and passion for quality.
It’s the unique contributions of all our colleagues across Europe, that drives our success. And we’re dedicated to building a culture where everyone can thrive and find meaning in their work.
There’s a huge focus on career development and recognition at Ascensos. We‘re proud of our team and are always looking for new colleagues with a similar talent and enthusiasm to deliver really great customer service. If that sounds like you and you are interested in joining us, reach out and you could be one of the superheroes that make #theAteam the best!

Candidate profile
Bachelors Degree in Economics/ Related fields
Min. three years experience of resource planning within multi-skilled call centre
Advanced Excel skills
Ability to forecast for multiple different business areas
Experience of capacity planning and intra-day forecasting (down to 15-30 minute intervals)
Stakeholder management experience
Attention to detail

Descrierea jobului

  • Constantly monitor and propose effective shift patterns to match business requirements, optimising performance of all Customer Centre teams and maximising agent satisfaction by providing flexible options, taking into account the position of Outsourcers, location, accommodation and agent groups.
  • Make recruitment recommendations and identify opportunities and benefits offered through skills based routing, demonstrating the benefit of proposed changes through testing scenarios using simulation software, capacity and sensitivity analysis.
  • Identify and pro-actively manage changes to the shift patterns to deliver improved customer service, working as team with Operations, facilitate smooth communication and transition, maintaining and communicating a formal historic record of the changes and their impact.
  • To be aware of and record business, resource and seasonal changes, making appropriate resource plans for expected changes in profile and workloads, reporting on expected and experienced results.
  • Monitor recruitment and liase with the People Team to make advanced plans for required shift changes to optimise delivery of resource and skills, identifying when new groups and Team Managers are required
  • Deliver effective & accurate reports detailing key performance indicators and commentary relating to workforce and shift performance, identifying the proposed and actual shift efficiency factors and clearly stating all assumptions applied.
  • Resource planning for a range of varied campaigns throughout the business
  • Forecasting – long-range and intra-day planning
  • Optimising workforce to maximise billable hours and revenue
  • Identifying and analysing contact trends
  • Creating and delivering presentations on performance in weekly operational meetings with senior leadership team
  • Liaising and working collaboratively with multiple areas of the business (stakeholder management)
  • Identifying opportunities for improvement (and helping us future-proof our supply planning processes)
  • Highlighting and mitigating risks
  • Running “what-if” scenarios for associate staffing
  • Support the delivery of service levels, and productivity targets for the site
  • Administration of Intraday schedule changes
  • Upload daily exceptions into the WFM tool

Descrierea companiei

About Ascensos Contact Centres: Ascensos is built on our belief that not all contact centres need be the same. We bring a fresh approach to outsourced multilingual customer service, offering multi-channel customer contact solutions across traditional, digital & social channels. We recognise talent. For us it’s all about loving what you do. Whether its clients or staff, delivering with a “personal touch” is truly important to us.

Ascensos’ headquarters are based in the UK, where we currently have three sites and opening a fourth site shortly. Our multilingual sites are located in Bucharest, Romania and Boxtel, the Netherlands.

Resource Planner  -  Ascensos Contact Centres Romania SRL

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