Job Ref: 214306290

Date: 2021-07-28 15:01:20

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We are currently looking for a Workforce Planning Support Specialist 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;

– 29 days holiday, including bank holidays (with the option to buy/sell up to 5 days)

– Peoples pension scheme

– Limited free on-site parking

– On-site canteen

– Medicash plan (on completion of 6 months service)

– Vitality Healthcare (On completion of 6 months service)

– Cycle to work scheme (on completion of 6 months service)

– Free tea and coffee

About the role:

As our Workforce Planning Support Specialist, 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, shift change requests, and monitoring new?hire, holiday, and seasonal shift needs. You will also update and maintain the scheduling database with current information.

Main responsibilities of our Workforce Planning Support Specialist:

– Developing a base knowledge of workflow/workforce management by assisting higher level Workforce Planning Support Specialists (WPSS) with the monitoring of real-time call volumes, service levels, and off-call activity

– Assisting higher level WPSS(s) by gathering call data for analyses to determine call volume trends, service activity, or resource availability, to forecast required staffing levels and provide reporting to management

– Acting as a point of contact for scheduling requests such as time off, shift trades, and intraday scheduling changes based on existing schedule requirements

What we are looking for in our Workforce Planning Support Specialist:

– Someone who acquires and applied job skills and learns company policies and procedures to complete assigns routine tasks

– The ability to work on assignments that are routine to semi-routine in nature, requiring limited decision outside of the stated process but recognising the need for occasional deviation from accepted practice

– The ability to deal with detailed instructions and follow established procedures

– The ability to work under close supervision

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

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 Support Specialist.

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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