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Job ID7315BR
Job TitleResource & Planning Officer
Position TypePermanent
Business BrandHome Credit
DepartmentContact Centre
SalaryUp to £26,000 dependent on experience + 7% annual bonus
About Us

At Provident, We Drive, We Engage, We Connect '“ Together We Make Life Better

Provident Home Credit is part of Provident Financial Group ('œPFG'), a FTSE 100 business established in the city of Bradford since 1880. We take real pride in our heritage and the foundations PFG have built for over 130 years; making millions of lives better by lending manageable amounts of money with simple, transparent repayment plans to our customers.

We want to grow our company and stand out from the crowd

As a rapidly expanding and transformational business, we are looking for individuals who can help to '˜drive our business forward '˜ by taking pride in the delivery of a '˜world class' customer experience at every opportunity. Real people who have a passion and commitment to gain an understanding of our customers' needs and provide a '˜helping hand when others don't'. Game changers and inspirers whose personal experience will be invaluable in allowing you to view things through the eyes of our customers and truly put them at the heart of everything you do.

Interested? Read on

About the Role

Our contact centre is continually improving and developing the way we communicate and interact with our customers. We have an exciting opportunity for a Resource Planning Officer to join our team. You will pro-actively support the Resource Planning Manager with creation, maintenance and development of contact centre forecasts and schedules which support the UK & ROI customer contact strategy through inbound & outbound telephony activity within the operational contact centre environment. You will also support the development of the automated outbound dialler and provide campaign analysis

Responsibilities include:

  • Provide accurate forecasting & resource planning to ensure the contact centre meet daily/weekly / monthly call answering targets ensuring the customer is at the heart of all decisions made
  • Meet personal & team service standards & targets
  • Provide dialler support & expertise to contact centre outbound dialling teams
  • Provide contact centre performance MI across all channels of contact
  • Provide Genesys & Pivotal support to the operational contact centre environment to maintain call routing & IVR strategies
  • Support creation, maintenance and development of accurate forecasting, resource planning & performance MI to support all aspects of the contact centre operation Support operational use of the automated dialler in line with customer contact strategy
  • Support contact centre & business projects with specialist Genesys /CRM knowledge & expertise
  • Analyse performance MI to constantly enhance the customer experience
  • Adhere to and follow process and procedures relevant to the role
  • Adhere to DPA & FCA regulations at all times
  • Effectively communicate with the Resource Planning Manager on matters affecting contact centre performance
Skills and Experience

You will have the passion to continually develop the services we provide to our customers through effective resource planning as well as having:

  • Previous experience of working in resource planning environment supporting an inbound/outbound contact centre operation
  • Excellent communication skills both written & verbal
  • Good IT, numerical & analytical skills
  • Excellent working knowledge of Microsoft office packages
  • Ability to assess & analyse information provided from colleagues and use this to help with query resolution
  • Flexibility with working hours to meet both customer & business needs
  • Good understanding of the contact centre industry, relevant technology & automation
If this sounds like the opportunity for you, we would love to hear from you!