Vitality is an award winning, dynamic and vibrant financial services provider, with a ground-breaking vision for the future, where individuals are enabled to succeed and are rewarded and recognised for their contribution to our business.
Our CORE PURPOSE is to make people healthier and to enhance and protect their lives. From people to products and processes, we aspire to deliver on our purpose in everything we do.
We are looking for talented individuals who are committed to living our values and delivering an award winning service to our customers.
Overall Job Purpose
To help deliver robust plans and accurate advisor schedules to support the operational teams in meeting customer demand whilst maintaining high levels of service.
Support schedule production for all CSD, AS & Retention customer facing HA’s to provide accurate staffing levels to meet planned demand.
Support scheduling of regular and recurring off phone activity to maintain service levels, making alternate recommendations when those activities would have impact on either staff or service.
Support Planning team Capture and plan all activity that has a potential to influence contact centre performance.
Identify opportunities to improve intraday hot spot reporting.
Assist with the maintenance of the scheduling and planning mailbox, replying to requests longer than 4 weeks out and raising anything short term to Real Time as required
Support contact centre projects providing ad hoc planning pack and service level forecasts.
Work closely with the CSD, AS & Retention Management team to help provide solutions to better fulfil resource planning customer needs.
Experience & Skills
GCSE (or equivalent) grade C or above in Maths & English
Relevant professional; qualification
Proven knowledge of contact centre variables, dynamics and drivers of demand.
Analytical skills to evaluate performance and identify improvement opportunities.
Proven knowledge and experience of contact centre technology including ACD and virtualisation platforms, plus workforce management software.
Demonstrable career success and strong track record.
Demonstrable experience of contributing to maximising service levels.
Logical and analytical thinker that can quickly evaluate information and identify key issues.
Experience working with WFM systems.
Experience working with Microsoft Excel
Proven ability to make decisions
Able to convert technical information to audience appropriate communication.
Ability to prioritise own workload, and, manage own time.
Solve complex problems
Build trusted partnerships
Manage customer expectations
The ability to influence key decision makers in respect of potential strategic changes
Having a sound grasp of the company’s business plans
Able to work to tight deadlines and under pressure
Flexible and adaptable
Able to work effectively alone or as part of a team
Positive thinker with a “can-do” approach to business.
Ability to respond to, support and initiate change in a positive manner.
Customer focused, able to deliver on their promises to Internal and External customers
Ability to follow processes to the standard required
Working for Vitality, you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best.
We think work should be fun and sociable, and we want our people to get the most out of every day.