Workforce Management Assistant 🏠Internal Only

Appello

  • United Kingdom
  • £24,170 per year
  • Permanent
  • Full-time
  • 17 hours ago
🤩Workforce Management Assistant 🏠Internal OnlyTHIS IS AN INTERNAL POSITION AS A SECONDMENT FOR 3 MONTHS🕰️Hours: 35 hours per week📅Shift pattern: Monday to Friday 11:00-19:00 with flexibility.💸Salary: £24,170 per annum📍Location: Remote or HybridThis role is a UK based role and any hybrid/remote work must also be within the UK.📆Start Date: ASAP🌟For this role, you need 5mpbs upload and 15mpbs download internet speed🌟😎Appello Perks
  • 161 hours annual leave (pro rata) plus bank holidays
  • We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
  • 24/7 employee assistance programme with an easily accessible app!
  • Family and friends' discounts on our services & products
  • Pension Scheme, up to 4% Company matched
  • Free on-site parking
👇ABOUT YOUYou will have experience within a contact centre and understand the operations side. Ideally you will have experience using a workforce management system (WFM) and be able to pull reports utilising a range of sources including WFM systems and Microsoft Excel - however if you have not, the team will be able to support you with this.You will be able to problem solve and think outside of the box . You will have analytical and numerical skills and strong planning and organisational skills.🎧THE ROLEThis is an exciting time in the Monitoring Centre - and we will shortly be moving to a new WFM platform - these roles are to support this project run smoothly.You will be responsible for achieving service levels in the Appello B2B Monitoring Centre on a daily, weekly and monthly basis using our WFM tool alongside short and medium term planning capability.Supporting the Resource and Capacity Planner to achieve service level with budgeted overtime and salary spend.Main responsibilities
  • Plan and schedule employee duties, using the WFM system within 15 minute intervals in order to ensure that resources meet forecasted business demand profiles to be operationally effective 24x7, 365 days a year.
  • Short term planning responsibility to ensure the Monitoring Centre is set up to achieve daily and weekly service level.
  • To ensure real time management of service level is managed throughout the course of the working week for the Monitoring Centre.
  • Medium term planning responsibility including forecasting and scheduling, management of overtime and holiday requests.
  • Reporting requirements for management on a daily, weekly, monthly and ad-hoc basis.
  • Resource planning of new starters, changes of hours including flexible working and leavers.
  • Maintaining WFM knowledge and expertise for self and others, updating and maintaining the WFM tool to ensure fit for purpose.
  • Provide employees with their working patterns, within an agreed timescale, in line with their contract of employment and local arrangements
  • Plan and schedule activities and absences (holidays / training etc.) to maintain consistent service level delivery across the day at the same time as meeting the operational requirements.
  • Review requests for flexible working, identifying impacts on the business and advising line managers in order that the needs of the business are considered in decision making.
READY TO APPLY ✅If you are interested in this role please follow the instructions...there are two parts to the application process * Upload your CV and answer a few questions about yourself
  • You will receive a confirmation email from us asking you to register with Test Gorilla who will then send you a link to the assessments - check your junk email 🚮 !!**
OTHER INFORMATIONThis is an exciting time at the Appello group - we are a company on the move and now is a perfect time to join our team. You'll gain exceptional career opportunities and will be part of a company that is continuing to expand.We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.If you require assistance to participate in the recruitment process, for example, due to disability, please contact the careers Team on 01425 626337.

Appello