Operations Administrator

The Portfolio Group have a phenomenal opportunity on the table We are currently supporting an award-wining and the UK's leading information resource for tax & accounting, HR & compliance professionals. Part of a Global Group that have a multimillion-pound turnover year on year that keeps growing.

Exclusively partnered, we're looking for an enthusiastic and dedicated Workforce Planner to join our dynamic team. If you have a keen eye for detail, strong analytical skills, and a knack for strategic planning, we want to hear from you.

Overview

To work as part of the operational support and demand team to ensure teams are correctly resourced including short notice cover, highlighting concerns to Managers, handling client calls (including setting call-backs) and providing accurate reporting on a daily and weekly basis.

While everyday day will offer a different challenge your core responsibilities will be to:

• Assist with the availability of Advisors using our telecommunication application to review individual codes.
• Maintain an abandon rate of below 0.80% and an SLA target of above 99%.
• Maintain service metrics by ensuring work is queued and assigned correctly.
• Update holidays, overtime, absence, working patterns, lunches etc.
• Assist the Leadership team with daily, weekly, monthly, and quarterly reporting.
• Ensure annual leave is agreed within the departmental cap.
• Take inbound calls to reduce the over-flow and abandon rate for the team.
• Listen to the customers' needs and set call-backs within a timeline.
• Set the expectation for Super Service by letting the client know timeframes.

A solid customer service background with help you thrive in this role, alongside:

• Excellent organisational and decision-making skills.
• Excellent working knowledge of Microsoft office suite.
• Ability to thrive in a fast-paced environment.
• Highly customer service oriented with a focus on service delivery.
• Positive individual with great communication skills at all levels.
• Ability to deal with detail, be methodical, analytical, and accurate.
• Being a Team player with a can-do attitude.

Benefits

• 25 Holidays + Bank Holidays
• Day off on your Birthday
• PerkBox Discounts
• Social Events Throughout Year
• Contributory Pension Scheme
• Private Health Insurance after 5 years

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