Workforce Planner

Portfolio are proud to be exclusively representing one of the UK's longest leading professional service providers for HR, Tax, Health and Safety and Reward. We are looking for a Workforce Planner to work as part of the HR Advice team to ensure the department is correctly resourced including short notice cover, highlighting absences to Managers, handling client calls (including setting call-backs) and providing accurate reporting on a daily and weekly basis.

The Workforce Planner will also be responsible for:

• Be a Customer Service champion by routing calls to the right person or department
• Listen to the clients needs and set call-backs within timeline
• Set the expectation for Super Service from your call by letting the client know when we will call
• Assist with the availability of Advisors using Openscape to review individual codes
• Take inbound calls to reduce the over-flow and abandon rate for the team
• Maintain an abandon rate of above 0.60% and an SLA target of above 99%
• Update holidays, overtime, absence, early/late shifts, working patterns, lunches, out of hour schedules & Christmas and Bank Holiday cover.
• Update client records and other relevant logs as required
• Ensure client confidentiality is maintained
• Establish and maintain efficient working relationships with colleagues and clients
• Schedule departmental or team training sessions/meetings considering headcount and availability
• Assist the Management team with daily, weekly, monthly and quarterly reporting
• Manage the Task-Management diary to ensure correct staffing levels are maintained between teams
• Ensure annual leave is agreed within the departmental cap
• Store and maintain the stock of Advisory consumables such as splitters, headsets and webcams
• Complete all training as required by the required deadline
• Carry out any other tasks deemed necessary by the Management Team.

What you can bring to their team:

• Proactive and creative problem solver
• A willingness to learn and the ability to communicate effectively within the team
• Ability to remain professional in a fast-paced environment
• A dynamic and flexible approach, as well as the ability to work under pressure.
• Excellent attention to detail
• Excellent organisational and time management skills with the ability to prioritise
• Always maintain a professional and responsible attitude.
• Ability to prioritise and work unsupervised as required.
• Ability to work to precise KPI and SLA deadlines.
• Excellent communication and written skills.
• MS Office knowledge and experience.

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