Resource Planner

West Midlands
31 Oct 2019
28 Nov 2019
Contract Type
Full Time
We are currently looking for an experienced Contact Centre Resource Planner to join the team based in Coventry. You will join us on a full time, permanent basis and in return, you will receive a competitive salary plus great benefits.

TSYS Managed Services EMEA (TMS EMEA) has a range of contact centre roles specialising in Customer Service, Risk Management, Collections, Back Office, and Help Desk related services for Financial Institutions. We operate from two UK locations, Milton Keynes and Coventry, and from Barneveld in the Netherlands.

As our Resource Planner, you will be responsible for compiling staffing level requirement forecasting and workplace scheduling in a call?centre environment. Although based in Coventry there will also be a requirement for some travel to our site in Milton Keynes.

Benefits of joining us as our Resource Planner:

As well as a competitive salary, ongoing training provided by a dedicated onsite training department, and a fast paced, fun working environment this role comes with the following benefits;

- 25 days holiday, excluding bank holidays (with the option to buy/sell an additional 5 days)

- Free on-site parking

- Pension scheme

- Childcare voucher scheme

- On-site canteen

- Eye Care Vouchers

- MediCash Health Plan (on completion of 6 month service)

Main responsibilities of our Resource Planner:

- Scheduling multi skilled areas against forecasted requirements signed off by the client

- Planning and scheduling off phone activity whilst maintaining forecasted Service Levels

- Reviewing holiday requests and communicating to the Operational departments

- Scheduling summaries to be produced and analysed

- Planning for changes in work patterns, investigating potential scenarios, and finding solutions to challenges that arise.

- Preparing reports to determine call volume, calling patterns, service trends, and staff productivity.

- Tracking holiday schedules, shift change requests, and monitors new?hire, holiday, and seasonal shift needs.

- Updating and maintains scheduling database with current information.

- Provide weekly & monthly report to the Senior Management Team

- Ad hoc reporting and projects will be given with business delivery timelines

What we are looking for in our ideal Resource Planner:

- Previous experience in a similar role

- Previous exposure and understanding of a WorkForce Management tool

- Professional and flexible approach with a "can do" attitude

- Highly self-motivated and performance orientated with the ability to prioritise

- Excellent attention to detail

- Excellent skills in Excel and a good working knowledge of Microsoft Office applications

- Highly organised, self-motivated individual who can produce high quality work under pressure

If you are passionate about putting employees first, are motivational, inspirational, and results driven with a passion to succeed, then click APPLY now to become our next Resource Planner.

Please note, all successful applicants will be subject to a financial background and criminal record (DBS) check as part of our recruitment process.

TSYS Managed Services is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity

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