Naukrijobs UK
Register
London Jobs
Manchester Jobs
Liverpool Jobs
Nottingham Jobs
Birmingham Jobs
Cambridge Jobs
Glasgow Jobs
Bristol Jobs
Wales Jobs
Oil & Gas Jobs
Banking Jobs
Construction Jobs
Top Management Jobs
IT - Software Jobs
Medical Healthcare Jobs
Purchase / Logistics Jobs
Sales
Ajax Jobs
Designing Jobs
ASP .NET Jobs
Java Jobs
MySQL Jobs
Sap hr Jobs
Software Testing Jobs
Html Jobs
IT Jobs
Logistics Jobs
Customer Service Jobs
Airport Jobs
Banking Jobs
Driver Jobs
Part Time Jobs
Civil Engineering Jobs
Accountant Jobs
Safety Officer Jobs
Nursing Jobs
Civil Engineering Jobs
Hospitality Jobs
Part Time Jobs
Security Jobs
Finance Jobs
Marketing Jobs
Shipping Jobs
Real Estate Jobs
Telecom Jobs

Resource Planning Manager Contact Centres

International SOS
Job LocationChiswick
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Company DescriptionInternational SOS is the world’s leading medical and security services company with over 10,000 employees working in 1,000 locations in 90 countries. We were founded on the principle of putting the patient first and this is still true today. Led by 5,200 medical professionals and 200 security specialists our teams work night and day to find solutions to protect our clients in whatever situation they may be facing; we assess, advise and assist from a medical, security and logistical perspective to help safeguard travellers internationally through providing invaluable local knowledge and expertise on a global scale.Job DescriptionWe are currently recruiting for a Resource Planning Manager to join our team based in Chiswick, West London. Focused on our 26 Assistance Centers located globally, you will be responsible for defining, implementing, maintaining and evolving the Workforce Management capabilities in order to optimize our allocation of resources, improve customer satisfaction and drive internal efficiencies. This will include providing hands-on support and best practice guidance to the local teams in the development of schedules for medical, security and operational staff in our Assistance Centers.Key Responsibilities

  • Ensure across each platform a structured and fair rostering and workforce management practice is in place.
  • Oversee schedule and call queue monitoring processes for International SOS operational service lines.
  • Support a team of locally identified individuals responsible for monitoring the call and email queues along with allocation of the daily activities across the Assistance Centres.
  • Coordinate with HR Director to ensure all latest HR practices and requirements are applied to roster management.
  • Monitors and analyses historical volume/requirements and makes recommendations on changes of patterns.
  • Assist with serving as a subject matter expert in Workforce Management application and assist in training.
  • Partner with the operations, security and medical management teams to share responsibility for meeting service level and response time objectives across all contact channels.
  • Manages the accuracy and application of Workforce Management tool employee database.
  • Monitor real-time queue and adherence reports to ensure service level and response time objectives are met during scheduled shifts; oversee real-time escalation plans.
  • Provides monthly reporting to direct manager and the Leadership Team on trends, analysis and recommendations regards Workforce Management practices.
    • QualificationsRequired Experience & Skills
  • Direct workforce management experience in a call / contact centre environment is essential.
  • Hands on experience with top workforce software.
  • Knowledge of web-based telephony and/or omni-channel CCaaS solutions.
  • High level of proficiency with Excel.
  • Able to independently problem solve, plan and organize resources.
  • Cultural sensitivity and awareness. Ability to work in a multi-lingual, multi-cultural environment where collaboration is the norm.
  • An excellent standard of written and spoken English.
    • Additional InformationDiversity & CollaborationOur company brings together remarkable people and enables them to be themselves.At International SOS, we offer a great working environment, thanks to our commitment to a flexible working environment, diversity, and development.We celebrate diversity on a global scale. We encourage every colleague to bring their personal best by creating an environment of inclusion and equal support.Our success is the result of diverse ideas, skills, and cross-cultural understanding.www.internationalsos.comInternational SOS has been recognised as a Top Employer in the UK by the Top Employer’s Institute (TEI) for 2020

    APPLY NOW

    Resource Planning Manager Contact Centres Related Jobs

    © 2019 Naukrijobs All Rights Reserved