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- Tasks: Manage staffing levels and schedules to ensure top-notch customer service in a busy call centre.
- Company: Join one of the UK's largest brands, renowned for its sports sponsorship and customer experience.
- Benefits: Enjoy bonuses, retail discounts, pension contributions, and mental health support.
- Why this job: Be part of a dynamic team that values data-driven decisions and exceptional service delivery.
- Qualifications: 1-2 years in workforce management, Excel, and data analysis; call centre experience preferred.
- Other info: Office-based role, Monday to Friday, with opportunities for career growth.
Are you an experienced Call Centre Capacity Planner looking for a brand-new opportunity?
Do you have the following skills, experience and drive to succeed in this role Find out below.
If you have 1-2 years of workforce management experience, generating contact case volume forecasts, projecting staffing levels and determining optimal schedule patterns for a contact centre operation then you would be a great fit for this new role.
This is an exciting opportunity to work with one of the UK\’s largest, well-known brands and one of the most active sports sponsors in the UK. The business is dedicated to delivering exceptional customer experiences across their retail stores and online platform. This role will be pivotal in ensuring optimal staffing to handle forecasted contact and case volumes within agreed KPI\’s across the Central Operations Team.
This is an office-based role, working Monday to Friday.
Key responsibilities:
Ensure suitable resource allocation to allow for the right skills and capabilities to be utilised to support in delivering a best-in-class service to customers.
Analysing contact and case volume trends, determining if and how various business initiatives may impact that volume.
Determining staff requirements and required schedule patterns.
Developing reports that provide insight into the central operations team\’s performance reports as well as intermediate level analysis.
Generating and modifying the schedules across the central operational teams to ensure coverage and optimal service levels.
Identifying potential gaps in scheduled coverage and presenting recommendations to the management team.
Working with management to schedule \’offline\’ time including but not limited to meetings, training coaching\’s, etc.
Monitoring contact volume and determining if actual volume is coming in under or above forecast.
Manage scheduled activity in the operational teams to ensure appropriate coverage is scheduled to achieve the optimal service level touch points informing management of performance and activity throughout the day.
Ensure data integrity within the WFM system.
Capture, store and report on historical statistics.
Complete additional ad-hoc reporting queries.
Run and maintain payroll reports where applicable.
Experience and Skills:
1-2 years of Workforce Management experience using WFM software
1-2 years of Excel experience with Intermediate knowledge of formula definitions
1-2 years of Data Analysis experience capturing, storing and reporting historical statistics (call volumes, AHT, service level, forecast accuracy, etc)
2-3 years working in a Call Centre environment (experience of working in a 75+ seat contact centre during that time)
Must have strong mathematical and statistical skillset to maintain accurate data reporting
Must have data analysis experience capturing, storing and reporting historical statistics
Benefits:
Benefit from bonuses, incentives, retail discount vouchers and more.
Monthly pension contributions.
Enhanced maternity & paternity pay.
A long-service recognition programme and life milestone rewards.
A recognition scheme to earn and convert points to spend with over 700 retailers.
A comprehensive financial wellbeing package including salary-based savings with a 5% boost, early access to earnings and free 121 financial coaching.
Mental health support including an independent Employee Assistance Programme, a 24/7 virtual GP service and complimentary eye tests.
INDMANS
50088BGR2
Call Centre Capacity Planner employer: The Portfolio Group
Contact Detail:
The Portfolio Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre Capacity Planner
✨Tip Number 1
Familiarise yourself with the specific WFM software used by the company. Research common features and functionalities, as well as any recent updates or trends in workforce management technology. This knowledge will help you demonstrate your expertise during interviews.
✨Tip Number 2
Brush up on your Excel skills, particularly focusing on intermediate formulas and data analysis techniques. Consider creating sample reports that showcase your ability to analyse call volumes and service levels, as this will be a key part of the role.
✨Tip Number 3
Network with professionals in the call centre industry, especially those who have experience in capacity planning. Join relevant online forums or LinkedIn groups where you can share insights and learn from others' experiences, which could give you an edge in your application.
✨Tip Number 4
Prepare to discuss specific examples of how you've successfully managed staffing levels and schedules in previous roles. Highlight any challenges you faced and how you overcame them, as this will show your problem-solving abilities and readiness for the position.
We think you need these skills to ace Call Centre Capacity Planner
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your 1-2 years of workforce management experience, particularly in generating contact case volume forecasts and projecting staffing levels. Use specific examples that demonstrate your skills in data analysis and scheduling.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the role's responsibilities. Mention your experience in a call centre environment and how it has prepared you for this position.
Highlight Relevant Skills: In your application, emphasise your strong mathematical and statistical skills, as well as your proficiency with WFM software and Excel. Provide examples of how you've used these skills to improve operational efficiency in previous roles.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a role that involves data integrity and reporting.
How to prepare for a job interview at The Portfolio Group
✨Showcase Your Workforce Management Experience
Be prepared to discuss your previous experience in workforce management. Highlight specific examples where you successfully generated forecasts, projected staffing levels, and created optimal schedules. This will demonstrate your capability to handle the responsibilities of the role.
✨Demonstrate Your Analytical Skills
Since the role involves analysing contact and case volume trends, be ready to explain how you've used data analysis in past positions. Bring examples of reports you've developed or insights you've provided that led to improved operational performance.
✨Familiarise Yourself with WFM Software
Make sure you are well-versed in the WFM software you have used previously. If possible, research the specific software the company uses and be ready to discuss how your experience aligns with their tools and processes.
✨Prepare Questions About the Role
Think of insightful questions to ask during the interview. Inquire about the team's current challenges, how success is measured in this role, and what opportunities there are for professional development. This shows your genuine interest in the position and the company.
