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Vacancy Information

Resource Planner
Vacancy Reference Number:24/05/2018
Location: North West
Description: Our client a large Insurance Intermediary is seeking a Resource Planner to join their team. Your role will be to manage the resource in the department to support the divisions trading teams.

Your role will include:

  • Assisting Managers/Team Managers with phone system information.
  • Preparation of KPI reports which determine call volume, calling patterns, service trends and staff productivity.
  • Reviewing, analysing and measuring contact centre and agent performance.
  • Daily/weekly/monthly/annual updates on performance to stakeholders through reporting and MI.
  • Plan and forecast rota schedules for Contact Centre staff.
  • Collation of overtime sheets and tracking for budget purposes.
  • Managing resource patterns, quality performance reporting and planning teams.
  • Engagement with other stakeholders across the business to understand customer and external partner requirements that impact on call and work volumes.

    Salary / Benefits

    £30,000 for the right candidate

    The Company

    Our client is a leading insurance intermediary with a number of offices across the UK offering a number of insurance products including both commercial and personal insurance. Our client employs in excess of 150 people, is a leading player within the insurance market and they are experiencing a period of growth and development. This is an excellent time to join this company and be part of a successful, forward thinking organisation.

    The Person

    Essential Skills for the role are; experience in call management systems, experience and knowledge of working with a dialler, experience in resource planning/monitoring of call volumes and service levels and ability to identify trends and exceptions. Desirable Skills for the role are; experience of web-based phone system, people management, knowledge of operations and customer service/support and co-ordinator.

    Working Hours:

    Mon-Fri 8.30am-8.00pm, Sat 9.00am-1.00pm

    How to apply

    Please forward your CV in confidence quoting reference 1805-32DH, alternatively if you would like more information please contact a member of our team.

    Due to the high volume of applications that we receive, if you do not hear from us within 7 days unfortunately your application has been unsuccessful.

    For more information contact us at jobs@irsrecruitment.co.uk and attach your CV