Call Centre Resource Planning Manager

Kind Consultancy is working with an alternative Financial Services business which is currently seeking a Call Centre Resource Planning Manager to join their Customer Contact team in a permanent, full-time role paying up to £55,000 with a hybrid work model requiring 2 in-office days per week in the organisation’s Birmingham office.

The Resource Planning Manager will develop the Resource Planning capability across the Call Centre and embed the approach to ensure seamless delivery of excellent customer experience, with key responsibilities including:

  • Overseeing the daily telephony and processing operations, ensuring efficient workflow which meets customer needs
  • Tracking, analysing and reporting key performance data and develop plans to continually improve performance and deliver outstanding customer experience
  • Presenting and agreeing daily and weekly plans with leadership and team and monitor and report staff adherence
  • Planning and managing real time resourcing demands and clearly engaging and communicating business needs as required to ensure we have the right people, in the right place at the right time
  • Analysing demand data to accurately forecast volumes and build appropriate capability modelling to be able to respond to seasonal peaks
  • Supporting delivery of a variety of projects across the Call Centre to support improved efficiency of the team, including but not limited to telephony, automation and continuous improvement
  • Monitoring staff availability and shrinkage, in order to support the team’s development needs and capability requirements
  • Maintaining the teams’ holiday records and approval of absence based on demand, with referral if needed.
  • Monitoring teams’ attendance and time keeping supporting the management of team standards
  • Forming business cases to prioritise investment into the Contact Centre which will deliver increased efficiency and improved customer experience

Our ideal candidate for the Resource Planning Manager position:

  • Must be experienced in Call Centre Operations with a proven track record in optimising daily operations, workforce management, and customer satisfaction
  • Has a proven background in data management and data led decisioning
  • Has experience of building resource modelling from scratch and with building business cases which focus on customer outcomes and efficiency
  • Demonstrates excellent communication skills in written, verbal and presentations.
  • Has a history of strong relationship building with peers, management, senior management and executives
  • Displays strong collaboration skills, with proven experience of project delivery
  • Is experienced in developing capability across busy contact centres and of managing resources in a hybrid environment
  • Is passionate about building customer and team culture

If you’re interested in the Call Centre Resource Planning Manager position and you have the skills, knowledge and experience we’re looking for, please apply with an updated CV today.

Telephone Banking Associate (Glasgow)

Kind Consultancy is working with a leading Banking & Financial Services brand which is currently seeking Telephony Banking Associates for a 6 month contract role, with the possibility of a permanent role to follow. Paying £17.89 per hour via umbrella, the position will be fully office-based in the organisation’s Glasgow office for a training period, before moving to Hybrid, working 35 hours per week Monday to Sunday.

The Telephone Banking Associate will focus on delivering exceptional customer service with key responsibilities including:

  • Delivering outstanding customer service via telephone and webchat, ensuring the customer experience is as positive as possible
  • Acting as an ambassador for the brand, going above and beyond for customers whenever possible
  • Building rapport with customers and answering questions in relation to their accounts and applications
  • Identifying and dealing with customers who may have vulnerabilities which require more tailored help and support.

Our ideal candidate for the Banking Associate – Telephony contract:

  • Has very strong communication skills with a natural ability to engage and build a rapport with lots of different personalities – whether than be over the phone or via webchat.
  • Has a background in frontline customer facing telephone positions and a track record of successfully talking to customers and handling sensitive and challenging situations.
  • Has a positive and professional attitude and is a real “people person”
  • Thrives in a fast-paced customer-focussed environment
  • Is inquisitive, with the confidence to ask the right questions to get to the root of the problem and offer the best solutions.
  • Is a patient and empathetic listener, able to make callers feel both heard and listened to
  • Demonstrates consistently strong attention to detail and accuracy
  • Is emotionally resilient, open, and honest and a team player
  • Is a fast learner, able to adapt quickly to new information
  • Having previous experience of customer-focussed work within Banking including knowledge of Banking Fraud would be highly desirable, but is not essential

If you are interested in the Banking Associate – Telephony contract, are available to start in January 2025, live in or can commute to Glasgow, and have the skills and experience we’re looking for, please apply with an updated CV today.

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