Job Ref: 215691680

Date: 2022-01-31 12:54:33

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We are currently looking for a Resource Planning Manager to join our team in Milton Keynes. You will join us on a full-time, permanent basis and in return, you will receive a competitive salary, plus great benefits.

TSYS Managed Services EMEA are part of TSYS, a Global Organisation serving 400 clients in more than 80 countries. We make it possible for millions of people to use our payments solutions including credit, debit, prepaid and merchant services.

Benefits of joining us:

As well as a competitive salary, and a fast-paced, fun working environment this role comes with the following benefits;

Life Insurance – x1 Salary (Can be increased to x4 at additional cost)

MediCash Health Care Plan

Pension (Employee 5% – Company 3% contributions)

26 Days Annual Leave + Bank Holidays (Rising to 30 days with continuous service)

Option to buy or sell additional leave

Enhanced Sick Pay – 13 Weeks full pay after 12 months service / 26 Weeks Full pay after 24 months service

Cycle to work scheme

Maternity & Adoption Pay – (12 Weeks Full Pay – after 26 weeks in employment)

Paternity Leave (2 Weeks Full Pay – after 26 weeks in employment)

Shared Parental Leave – (12 Weeks Full Pay – after 26 weeks in employment)

Bereavement Leave – (5 Days Leave at Full Pay)

Dependant Leave – (2 Days at Full Pay)

Onsite Park

Subsidised Canteen

About the role:

As our Resource Planning Manager, you will compile staffing level requirement forecasting and workplace scheduling in call centre environments, and will prepare reports to determine call volume, calling patterns, service trends, and staff productivity. You will also track vacation schedules, shift change requests, and monitor new?hire, holiday, and seasonal shift needs. Updates and maintains scheduling database with current information.

The main responsibilities of our Resource Planning Manager include:

Assisting with the administration of the call centre phone system, maintaining user records (adding/deleting users), monitoring real-time call volumes and service level statistics to ensure adherence to internal/client scheduling and service level metrics

Gathering call data and assisting with data analyses to determine call volume trends, service activity, or resource availability to forecast required staffing levels and provide reporting to management

Assisting with the creation of reporting that may include dashboard reporting, scorecards, and presentations of call centre statistics such as call volume trends, variances from staffing schedules and performance to established service level metrics

Monitoring staffing levels and scheduling adherence of Customer Service Representatives (CSRs) to assure internal and/or client service levels and customer satisfaction goals are met

Assisting with the maintenance of the Workforce Planning Tools by entering real?time exceptions (absence, tardiness, early departure, meetings, overtime, callouts, etc.)

What we are looking for in our Resource Planning Manager:

Technical skills in Excel, Access, IEX Workforce Management System, Avaya Call Management System, Hyperion Budgeting Software

The ability to work on assignments that are routine to moderately difficult

Decision-making skills

If you are passionate about putting customers first, are motivational, inspirational, and results-driven with a passion to succeed then click APPLY now to become our next Resource Planning Manager.

All successful applicants will be subject to a financial background and criminal record (DBS) background check as part of our recruitment process.

TSYS Managed Services is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity

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