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Telephony Resource Planning & Support Senior

Location: WOLVERHAMPTON, WEST MIDLANDS Salary: 22000 - 23000 GBP Per Annum
Sector: Insurance Job Type: Contract
Shift Type: N/A Applications: N/A
Posted: 9 months ago Reference: 3097380
My client a leading financial organisation in Wolverhampton, they have an exciting new opportunity to join them on a permanent basis.

To be responsible for managing a small team of Resource Planning & Support Analysts to deliver planning and forecasting activities to maximise efficient use of resources.

Accountable for all QA activities to be conducted within set timescales.

Establish and monitor a tracking and measurement process to ensure progress is monitored and reviews against strategy and KPI's by planning resources to match business needs.

Using expert knowledge of Excel / PowerPoint - building and maintaining complex spreadsheet models and developing PowerPoint presentation for use at senior management level

Use forecasting methodologies for end to end resource planning methodologies including scheduling to ensure sufficient resources are in place

To assist in day to day processes, staff and operational risks within the team area efficiently and effectively to optimise business results.

To contribute to the Processing area to ensure that the business is seen as a market leader within its chosen market place.

To assist in development of the team, to provide support and motivation to the Team. To provide our customers with expert guidance and support on all processing related matters.

Monday to Friday 
£22,440 basic salary
25 days holiday

To be considered for this role you need to have experience in Mortgages so you have a good understanding of mortgage processing but also

- experience of working within a contact centre environment
- coaching or Mentoring experience 
- experience of Quality checking telephone calls
- expert knowledge of Excel/powerpoint
- excellent verbal and written communication skills- strong time management skills
- ability to assist in the planning and implementation of change 

If you have the experience for this position please apply online or email your CV over to or call 03332 408 550.

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