Rota Planner
Description✓Lloyd recruitment services are working with a reputable business in the East Grinstead area who are currently in search of a Rota Planner to join their team on a full-time permanent basis.
✓Purpose of job:
✓The role of the Rota Planner is to work as part of the Resources Team, who take ownership and responsibility for staffing levels and service level performance.
✓The Rota Planner shall be involved in forecasting for demand and ensuring staffing matches demand through careful planning; and taking action to ensure KPIs are met; and providing key MI data to stakeholders across the business to show performance against KPIs.
✓Duties:
✓Monitor agent activity and address non-adherence in real time, to ensure the smooth running of the customer service team
✓Monitor and respond to real-time call volumes, taking action to assist with hot spots where required
✓Two-way communication with key stakeholders at all levels of the business, providing accurate and friendly responses to all resources related enquiries; and providing intraday performance updates and insights
✓Pull together and analyse relevant data from a number of sources, to accurately forecast future customer call volumes, making sure to highlight any challenges or opportunities identified
✓Create & maintain individual and departmental performance reports.
✓Make amendments and additions to the scripting for the telephony system where required
✓To work together as a team to ensure the Resource area has sufficient cover to work efficiently.
✓Plan and schedule resources within the customer service team to ensure correct cover on all channels, as well as pulling together plans for any briefings or group coaching sessions etc
✓Essential skills & experience required:
✓Previous experience of Rota Planning ideally within a busy customer service environment
✓Good communication skills, both verbal and written
✓Strong attention to detail and able to work with speed and accuracy
✓Ability to analyse complex data effectively - often from multiple sources
✓A good working knowledge of PC skills: Outlook, e- mail and diary management, Word and Excel or the G Suite equivalents
✓Strong teamwork with a flexible and adaptable approach, able to work effectively with both new and existing systems/procedures as required
✓Resourceful, working well under own initiative and taking responsibility for assigned work and accountability for own actions
✓What's in it for you?
✓Salary of £25K - £27.5K DOE plus excellent company benefits
✓Mixture of office working and WFH
✓25 days holiday plus bank holidays on top
✓Opportunity to purchase or sell up to 5 days holiday per year
✓Company Pension
✓Life Assurance
✓Private Health Scheme
✓Discounted Gym membership
✓Discount of Company products and merchandise
✓Childcare and Eye Care Voucher Scheme
✓Refer a friend and earn up to £500! If you know someone who is searching for a new opportunity, recommend Lloyd Recruitment Services and you will receive a retail voucher of your choice up the value of £500
✓Full details can be found on our website
✓Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants
✓If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion
✓By applying for this vacancy, you accept Lloyd Recruitment Services Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you
✓Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer Show more →
✓Purpose of job:
✓The role of the Rota Planner is to work as part of the Resources Team, who take ownership and responsibility for staffing levels and service level performance.
✓The Rota Planner shall be involved in forecasting for demand and ensuring staffing matches demand through careful planning; and taking action to ensure KPIs are met; and providing key MI data to stakeholders across the business to show performance against KPIs.
✓Duties:
✓Monitor agent activity and address non-adherence in real time, to ensure the smooth running of the customer service team
✓Monitor and respond to real-time call volumes, taking action to assist with hot spots where required
✓Two-way communication with key stakeholders at all levels of the business, providing accurate and friendly responses to all resources related enquiries; and providing intraday performance updates and insights
✓Pull together and analyse relevant data from a number of sources, to accurately forecast future customer call volumes, making sure to highlight any challenges or opportunities identified
✓Create & maintain individual and departmental performance reports.
✓Make amendments and additions to the scripting for the telephony system where required
✓To work together as a team to ensure the Resource area has sufficient cover to work efficiently.
✓Plan and schedule resources within the customer service team to ensure correct cover on all channels, as well as pulling together plans for any briefings or group coaching sessions etc
✓Essential skills & experience required:
✓Previous experience of Rota Planning ideally within a busy customer service environment
✓Good communication skills, both verbal and written
✓Strong attention to detail and able to work with speed and accuracy
✓Ability to analyse complex data effectively - often from multiple sources
✓A good working knowledge of PC skills: Outlook, e- mail and diary management, Word and Excel or the G Suite equivalents
✓Strong teamwork with a flexible and adaptable approach, able to work effectively with both new and existing systems/procedures as required
✓Resourceful, working well under own initiative and taking responsibility for assigned work and accountability for own actions
✓What's in it for you?
✓Salary of £25K - £27.5K DOE plus excellent company benefits
✓Mixture of office working and WFH
✓25 days holiday plus bank holidays on top
✓Opportunity to purchase or sell up to 5 days holiday per year
✓Company Pension
✓Life Assurance
✓Private Health Scheme
✓Discounted Gym membership
✓Discount of Company products and merchandise
✓Childcare and Eye Care Voucher Scheme
✓Refer a friend and earn up to £500! If you know someone who is searching for a new opportunity, recommend Lloyd Recruitment Services and you will receive a retail voucher of your choice up the value of £500
✓Full details can be found on our website
✓Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants
✓If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion
✓By applying for this vacancy, you accept Lloyd Recruitment Services Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you
✓Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer Show more →
Features
- ✓plus excellent company benefits