Job Description

Lloyd recruitment services are working with a reputable business in the East Grinstead area who are currently in search of a Rota Planner to join their team on a full-time permanent basis.

Purpose of job:

The role of the Rota Planner is to work as part of the Resources Team, who take ownership and responsibility for staffing levels and service level performance.

The Rota Planner shall be involved in forecasting for demand and ensuring staffing matches demand through careful planning; and taking action to ensure KPIs are met; and providing key MI data to stakeholders across the business to show performance against KPIs.

Duties:

• Monitor agent activity and address non-adherence in real time, to ensure the smooth running of the customer service team
• Monitor and respond to real-time call volumes, taking action to assist with hot spots where required
• Two-way communication with key stakeholders at all levels of the business, providing accurate and friendly responses to all resources related enquiries; and providing intraday performance updates and insights
• Pull together and analyse relevant data from a number of sources, to accurately forecast future customer call volumes, making sure to highlight any challenges or opportunities identified
• Create & maintain individual and departmental performance reports.
• Make amendments and additions to the scripting for the telephony system where required
• To work together as a team to ensure the Resource area has sufficient cover to work efficiently.
• Plan and schedule resources within the customer service team to ensure correct cover on all channels, as well as pulling together plans for any briefings or group coaching sessions etc

Essential skills & experience required:

• Previous experience of Rota Planning ideally within a busy customer service environment
• Good communication skills, both verbal and written
• Strong attention to detail and able to work with speed and accuracy
• Ability to analyse complex data effectively - often from multiple sources
• A good working knowledge of PC skills: Outlook, e- mail and diary management, Word and Excel or the G Suite equivalents
• Strong teamwork with a flexible and adaptable approach, able to work effectively with both new and existing systems/procedures as required
• Resourceful, working well under own initiative and taking responsibility for assigned work and accountability for own actions

What\xe2\x80\x99s in it for you?

• Salary of \xc2\xa325K - \xc2\xa327.5K DOE plus excellent company benefits
• Mixture of office working and WFH
• 25 days holiday plus bank holidays on top
• Opportunity to purchase or sell up to 5 days holiday per year
• Company Pension
• Life Assurance
• Private Health Scheme
• Discounted Gym membership
• Discount of Company products and merchandise
• Childcare and Eye Care Voucher Scheme

Refer a friend and earn up to \xc2\xa3500! If you know someone who is searching for a new opportunity, recommend Lloyd Recruitment Services and you will receive a retail voucher of your choice up the value of \xc2\xa3500. Full details can be found on our website.

Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion.

By applying for this vacancy, you accept Lloyd Recruitment Services Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you.

Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.

Lloyd Recruitment