Call Centre Workforce Planner

THE OPPORTUNITY

This is a once in a career opportunity for an exceptional Workforce Planning Administrator to join a truly Service Led business, the company is an industry leading EAP and OH provider & Sunday Times 'Best Places to Work' organisation. With an unrivalled track record of incredibly strong year on year growth of its subscription model business, they support over 80,000 organisations and 13 million lives across the UK & Ireland. Part of a global Group, with 14 operating companies and a group turnover of circa £400m, there is substantial financial backing for further expansion, including acquisition and international development. This represents an unparalleled career advancement opportunity for the exceptional individual.

THE ROLE

You will be working within the Employee Assistance Programme (EAP) alongside the counselling and legal teams. You will monitor the workloads for the teams and distribute tasks to those teams, ensuring our SLAs are achieved. The role will involve administrative tasks to ensure that system information is accurate, and the work is correctly allocated.

Day to Day Responsibilities

1. To monitor and manage workloads to ensure optimum SLA is achieved
2. To manage and maintain accuracy of team rotas
3. Manage and distribute queries and enquiries across EAP teams
4. Ensure that all notes are recorded accurately against the appropriate cases and all other client and call information is correctly captured on the database
5. Support the digital services by completing emails and live chats
6. Maintain and assess required productivity levels to ensure that the service provision is maintained, and service levels are achieved
7. Ensure that personal knowledge of the EAP is continually developing, and that departmental procedures and protocols are always adhered to
8. Managing offline activity, and rearranging where necessary to ensure optimal helpline coverage

What You Bring to the Team

1. Excellent Attention to Detail
2. Ability to prioritise and work unsupervised as required
3. Excellent communication and written skills
4. Ability to provide great customer service
5. Ability to work to deadlines
6. Ability to work with telephony and IT systems
7. MS Office knowledge and experience

Benefits

1. 25 days' holiday, plus bank holidays
2. Day off on your birthday
3. Cash plan for you (and your children, if any)
4. Holidays increase after 2-and 5- years' service
5. Contractual sick pay
6. Private medical insurance after 5 years' service
7. Pension Plan and Life Insurance
8. Pension plan contributions increase after 5- and 7-years' service
9. Holiday season bonus after 3 years' service
10. Profit share scheme
11. Season ticket loan scheme
12. Cycle to work scheme
13. Access to Employee Assistance Programme
14. Company incentives, access to discount schemes
15. Social sessions on the last Friday of the month with free food and drink - we call this Fab Friday!
16. Free 24/7 onsite gym

INDMANJ

49443LF

We will also accept applications from the following job titles:

Workforce Planner, Scheduler, Call Centre Planner, Workforce Planning, Resource Planning, Real Time Analyst, Call Centre Real Time Analyst