Fancy working for a company voted “Best Workplace for Wellbeing” in 2023?
This award winning financial services company who are certified a “Great Place to Work” are on the look out for experienced contact centre Workforce Planner to join their super friendly and supportive team.
You’ll enjoy a host of company perks, the opportunity to work from home on a fully remote basis (or out of their Cardiff offices, if preferred) and benefit from supportive managers who really invest in your career.
Here’s a bit more information:
Position: Workforce Planner
Location: Cardiff / Remote
Salary: up to £51,000 pa
Hours: 35 hours per week contract, Monday to Friday 9am to 5pm (with some flexibility required)
As well as the above, you’ll also benefits from the following perks!
· 25 days annual leave + bank holiday + your birthday off + one day charity leave per annum
· Free onsite parking
· Free drinks and snacks in the office
· Company matched contribution pension
· Health & Wellbeing Scheme
· Life Assurance 4 x basic salary
· Cycle to work scheme
· Discounts with popular retail brands
· Genuine career development and progression opportunities within the company
· + loads more!
What does the job entail?
As an experienced financial services Workforce Planner, this business critical role will see you supporting the growth of the company, through workforce management and delivery of core business benefits through the Alvaria Telephony platform. In addition, you will be responsible for the following:
- Leading a team of up to 5FTE including the following roles: Real Time Analysts, Dialler Manager, Resource Analysist [etc]
- Dialler Management
- Support the implementation of operational contact strategies to maximise contact opportunities within the departments.
- Interaction across the different operational teams to understand requirements and adapt the resource and planning accordingly.
- Understand planned funding activity to ensure resource is optimised to deliver service level standards.
- Manage and implement operational work force management planning across all customer facing operations departments, including real time analysis and adherence
- Release Management / Workflow Management
- Contingency Planning / Business Continuity
- Channel Platform Expertise (Dialler, IVR, Speech, Email, SMS, Chat, Gamification, MI, Automation)
- Market & Technology Trends Growth and Awareness
- Colleague and Customer Experience Understanding
- Scenario Planning and Ability to Test, Learn and Optimise with Insight Driven Analysis
- Stakeholder Engagement and Relationship Management
- Risk Management of Systems Access / Regulatory Framework and Understanding
- Produce Management Information (MI) and analysis to support business operations
- Understand impacts of funding volatility to be able to plan accordingly to preserve customer service standards, working with operational stakeholders.
In order to hit the ground running in this role, you should come from a background of regulated financial services or contact centre environment and have advanced knowledge and experience in managing a dialler system. In addition, you must have:
- Experience of working as a Workforce Planner or Workforce Manager in a previous role is essential
- Demonstratable experience in statistics, forecasting and management information methods.
- Significant experience of building capacity/forecasting models and plans and undertaking complex analysis to create management information.
- Advanced Microsoft Office skills (excel, PowerPoint, PowerBI, PowerQuery, DAX, Data Modelling and SQL)
- Actively focused on risk management and compliance with relevant / OFCOM regulations
Jomo People embrace diversity and truly believe in equal opportunities for all. We believe that inclusion and diversity increases creativity, delivers innovation, improves performance and better serves our customers.
We truly believe in the ethos that companies with greater diversity perform better than those without. It is for these reasons that all qualified applicants will be considered for employment regardless of age, race, religion, genetic information, sexual orientation, gender identity, parental status, disability, educational background or any other characteristic for that matter that doesn’t relate to your ability to perform the role.
So don’t delay! Send your CV to Jomo People today to apply for this exciting new remote working Workforce Planner role, for this Cardiff based company