Job Description

Job Title: Customer Contact Service delivery & Resource Planner Locations: EastleighContract Type: PermanentWork Pattern: 37 hours per weekStart Date:AsapPay Rate: £32377.11Service Care Solutions are looking for Service Delivery & Resource Planner to join our clients team in Eastleigh. You will be responsible for providing detailed and well structured forecasting and analysis of customer contact data. You will manage and oversee short and long term forecasting to accurately reflect the needs of the business and value for money.Job Role -

• Manage & oversee short and long term resource planning to accurately reflect business needs. Regularly review resource levels and make recommendations for shift patterns and recruitment, working as an integral part of the customer contact management team.
• Responsible for ensuring that customer contact team has appropriate resource to meet required service level agreements. To provide the team with an effective weekly rota of shift patterns and tasks to be carried out. Rota to be issued in advance.
• Ensure resource management system is used effectively to provide short term forecasting, long range forecasting, recruitment plans and allow for staff absence and plan in training and meetings. Keep up to date and make sure we are using effective technology.

• Carry out analysis of all relevant customer contact data to maximise effectiveness of forecasting for events, analysis of costs and make recommendations for improvements. Report on all aspects of customer service to include response to enquiries both telephone and correspondence, complaints & satisfaction
• Be the telephone system expert, set up new routing as required, ensure messages are recorded and updated, set up new users and generally maintain the system
• Design, lead on and manage customer contact work force management, to ensure effective resourcing allowing for regular mailings, ad hoc events, training, 121's and all other requirements.
• Lead on working with other service areas to gain relevant information and plans for outgoing customer contact or any events that will impact on call volumes.

Suitable Candidates experience:

• Experience of working with a workforce management system and call centre telephony systems
• Experience of working in a contact centre environment
• Ability to analyse data and make clear recommendations with evidence

If you are interested in this position and meet the above criteria, please send your CV now for consideration.If you require any additional information regarding the position, please call Arran at Service Care Solutions on or send an E-Mail to