Workforce planner

As our new Dialler and Resource Planner your role will be highly versatile role, ranging from planning the day for multiple sites through to data oversight. You will be responsible for maintaining a high-performance blended calling environment for the Contact Centre. You can expect to execute the Dialler campaigns in conjunction with the planning schedules, whilst monitoring commercial, customer and conduct metrics whilst maintaining communications with stakeholders. You will mitigate risk utilising the tools and functions available across the department, whilst proactively looking to offer up efficiency gains through validated concepts.,

• Report issues/concerns with systems (internal and external) to the Operational Teams, IT and external vendors
• Ensure strategic goals are met through forecasting, collaborative planning and effective communication
• Management of the 1st line configuration items (skills, lines, lists and campaigns) of Dialler & resource planning products
• Analyse performance, conduct and customer data utilising live and historic data sets from key tool kits and the relevant web reports
• Utilising the report suite, proactively send out updates which keep stakeholders informed of our position and our schedule intentions
• Reactively respond to underperformance/noncompliance by communicating with the relevant stakeholders and offer up ideas on how to alter the Dialler Plan and drive efficiency gains
• Assist in 1st line system testing of Dialler & Resource Planning Products
• Manage the communication channels in conjunction with OFCOM and TCF standards
• Produce accurate demand forecasts using multiple drivers considering trends, outliers, expected and future business performance and strategy
• Work with Operations Analytics Team to ensure you have the necessary oversights to complete day to day activities
• Prepare the planning schedules to be conducted on Dialler and SMS for all sites
• Ensure required governance is in place to support all planned activity being accounted for within latest plans
• Highlight instances where the proposed delivery plan cannot be supported by resource availability, working with the Team Leader and Operations Managers to determine how best to resolve.
  
  Basic knowledge of Dialler/SMS technology
• Excellent verbal and written communication skills
• Intermediate Excel Skills
• High level of computer literacy, with a focus on Presentation/PowerPoint skills
• Proven organisational and prioritisation skills
• SQL knowledge desirable but not essential
• Excellent attention to detail and great problem-solving skills
• Work well as part of a team to resolve issues
• Ability to build strong business relationships
  
  Our team here at Cabot Financial have done some amazing initiatives this year all in aid of improving our well-being. We understand the importance of feeling valued and taking time away from our every day-to-day role to feel our best. We've had the opportunity to do 'PawTherapy', Yoga classes, Monthly massages, food initiatives such as weekly fresh pastries, Pizza Vans, Ice creams, brunches and a whole load of other fun events! In addition to this, you'll receive, Diversity and inclusion are very important to us at Cabot, and we value a multitude of diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone. Our policies ensure that every candidate and employee are treated fairly and with equal opportunities.
• At Cabot we are highly regulated by our clients, as such, any successful candidates will have to undergo a basic credit check and criminal background check. Please note that we are unable to proceed to interview stage if a CCJ, IVA or Bankruptcy appears on a credit file, or if you do not have full right to work in the UK - we are unfortunately unable to offer sponsorship.