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Resource Planner Full Time

at TSYS in Coventry (Published at 09-02-2018)

Exciting opportunity not to be missed! TSYS Managed Services has an exciting for an experienced Resource Planner to join our team in Coventry . This is a full time, permanent position offering a competitive salary plus excellent benefits.

The Resource Planner will be responsible for staffing level requirement forecasting and workplace scheduling in a call-centre environment including -

  • 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 maintaining scheduling database with current information.
  • Assisting with the administration of the call center phone system, maintains user records (add/delete users), monitors real-time call volumes and service level statistics to ensure adherence to internal/client scheduling and service level metrics.
  • Gathering call data and assists with data analyses to determine call volume trends, service activity, or resource availability to forecast required staffing levels and provide reporting to management.
  • Assisting with the creation of reporting that may include dashboard reporting, scorecards, and presentations of call center statistics such as call volume trends, variances from staffing schedules and performance to established service level metrics. May participate in continuous improvement initiatives as required.
  • Monitors staffing levels and schedule adherence of Customer Service Representatives (CSRs) to assure internal and/or client service levels and customer satisfactions goals are met. Assists with the maintenance of the Workforce Planning Tools by entering real-time exceptions (absence, tardiness, early departure, meetings, overtime, call outs, etc.). Occasionally serves as a point of contact for the approval/decline of requests such as time off, shift trades, and intraday scheduling changes.
What Are We Looking For in This Role?
  • Experience in call center resource management
  • Experience in the use of Management Information Technology

As well as a competitive salary, and a fast paced, fun working environment this role comes with the following benefits –

  • 25 days holiday (With the option to buy/sell an additional 5 days)
  • Free on-site parking
  • Peoples Pension scheme
  • Childcare voucher scheme
  • On-site canteen
  • Eye Care Vouchers
  • MediCash Plan (On completion of 6 month service)
  • Private Healthcare

If you are passionate about putting customers first, are motivational, inspirational, and results driven with a passion to succeed then click APPLY now!!

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

Not Ready to Apply? Join Our Talent Community!!

US Applicants:

TSYS is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture.

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