Call Center Capacity Planner

January 31, 2023

Apply Now

Receive Emails with Similar Jobs

SoundHR LTD

WebsiteLinkedInAll Job Openings

Human Resources Compliance • Recruitment • Consulting • Employment law • Compensation

2 - 10

Description

• Work on next day’s Gantt (tidy up) +2 days where necessary • Identify any optimiser/system issues • Remove any jobs from absent engineers and run in day optimiser • Support Jeopardy team in re-homing/rebooking jobs when busy • Follow the process for adding new starts, skills, STM, Address, shift patterns etc • Work with the team to ensure engineers rotas and absences are giving best availability • Inform team and relevant depts of engineer absence • Identify top ups/manage spares - send post action emails to relevant parties • Action 2 week view of Gantt to manage absence • Respond to and manage engineer complaint emails • Manage and maintain engineer availability Rota /Late Shift • Ensure leavers process is followed from a CPD stance (removal of skills, STM, Jobs etc) • Highlight any short notice disruptions to capacity • Carry out weekly housekeeping on STMs • Cover the priority customers (work with Jeopardy and Projects to cover work too) • Assign work to priority engineers for the following day • Add engineer overtime to IRIS or check it’s been done to make sure • Oversee the removal of any jobs – and update IRIS with reasons • Manage and maintain engineers Pudo requests – when emergency requests come in accommodate them. • Assist SC with any issues - or requiring assistance • Close down any duplicate appointments for the following day • Cover as much jeopardy as possible for the next 3 days • Find engineers in quieter areas willing to go on loan to busier areas • Assign Highlands and Islands work • Be proactive with managing your time, voice any concerns • Send EOS report from CPD

Requirements

Benefits

• Contributory Pension • Life Assurance • TalkTalk Discount • Salary Extras • Longevity Holiday Increment