Job Ref: 213541398

Date: 2021-04-14 12:26:58

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We are currently looking for a Workforce Planning Lead to join the team based 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 (TMS) 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.

Workforce Planning Lead benefits:

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

– 29 Days Annual Leave (including bank holidays)

– The option to buy/sell an additional 5 days Annual Leave

– Limited Free On-site Parking

– Peoples Pension Scheme

– On-site Canteen

– MediCash Plan (On completion of 6-month service)

– Vitality Healthcare (On completion of 6-month service)

– Cycle to Work Scheme

As our Workforce Planning Lead, you will compile staffing level requirement forecasting and workplace scheduling in call centre environments. You will prepare reports to determine call volume, calling patterns, service trends, and staff productivity, as well as tracking vacation schedules and shift change requests, and monitoring new?hire, holiday, and seasonal shift needs. You’ll also update and maintain the scheduling database with current information.

Main responsibilities as our Workforce Planning Lead will require you to:

– Oversee the administration of the call centre phone system

– Address all unplanned changes/adjustments to scheduling and call volumes and drive service levels through the adjustment of staffing

– Monitor results of adherence to schedules, service levels and incoming call volumes.

– Mentor and providing training to less experienced Workforce Planning Support Specialists

– Analyse call centre data to identify workflow anomalies and establish call volume trends to forecast staffing levels, reduce variances from schedules and increase the effective use of staff resources

– As the Subject Matter Expert, establish repeatable processes for data mining, assisting management with the creation of defined processes and procedures

– Create, reviewing and presenting reports to management

– Lead improvement initiatives, recommending the best course of action and implementing efficiency enhancements

– Meet the business needs of internal and external clients by making recommendations for improving workforce utilization for proper shift coverage to accommodate expected/unexpected changes

– Monitor workflows, service levels, call volumes and schedule adherence of Customer Service Representatives

– Maintain the Workforce Planning Tools by entering real-time exceptions

What we’re looking for in our Workforce Planning Lead:

– A minimum of 6 years’ relevant experience in the use of Management Information Technology

– The ability to complete tasks in a creative and effective way

– The ability to oversee a team and coordinate daily work covering multiple assignments

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 Workforce Planning Lead.

Please note, all successful applicants will be subject to a financial background and criminal record (DBS) 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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