Location: Remote (with occasional travel to our Hinckley head office)
Salary: £25,000-£30,000 depending on experience (+£5k OTE*)
About Yopa
At Yopa, we believe in transforming the real estate experience for homeowners. As an innovative and customer-centric company, we are seeking a dynamic and detail-oriented individual to join our team as a Resource Planning Co-Ordinator . If you are passionate about optimizing call center operations, implementing efficient Resource Planning solutions, and driving continuous improvement, then this role is perfect for you!
Core Focus Areas
Planning/Scheduling
- Implement and manage operational planning solutions for a 60 FTE call center to meet customer demand and achieve SLAs.
- Evaluate and optimize working schedules across contact center teams, including employee rotas and holiday schedules.
- Embed solutions to enhance resource productivity and identify opportunities for improvement.
- Maintain and refine forecast models for short to medium-term capacity planning (0-6 months).
- Prepare, analyze, and present data in meaningful presentation packs for Senior Management visibility.
Dialler Management
- Strategically plan and optimize outbound campaigns to maximize contact rates and campaign effectiveness.
- Analyze performance metrics related to dialler operations, ensuring adherence to targets and KPIs.
- Implement and oversee dialler technologies, evaluating and adopting new tools for efficiency.
- Proactively identify areas for improvement, implementing continuous improvement initiatives.
- Ensure strict adherence to regulatory requirements and compliance standards in outbound communications.
Real-time Analysis
- Optimize call center resource and availability to align with call profiles or workload demands.
- Review real-time activity to minimize call queues and prevent call abandonments.
- Utilize workforce management tools to unlock the full potential of supported operations.
- Conduct trend analysis of operational performance, providing recommendations to enhance service levels.
- Manage operational staff for maximum productivity through real-time monitoring and effective rescheduling.
- Compile regular and ad hoc Management Information (MI) requests, prioritizing data accuracy and quality commentary.
Speech Analytics
- Conduct thorough analysis of speech analytics data to extract valuable insights related to customer interactions and agent performance.
- Monitor and evaluate speech analytics performance, ensuring effective capture and analysis of relevant data.
- Provide actionable insights and recommendations to improve call center processes and enhance customer experience.
- Manage relationships with speech analytics vendors, staying informed about updates and industry advancements.
About You
- Experienced in either Resource Planning, outbound dialler, real-time analysis, (desirable: speech analytics within a call center environment).
- Strong analytical and problem-solving skills, with proficiency in data analysis tools.
- Excellent communication and presentation skills.
- Knowledge of regulatory requirements and compliance standards in outbound communications.
- Software experience including WFM and HRIS