OVERVIEW

You will play a pivotal role in ensuring the contact centre operates efficiently to meet service delivery goals. The role involves real-time monitoring, data analysis, and schedule management to optimise staffing levels, ensuring the centre meets its key performance indicators (KPIs) while maintaining an excellent customer experience.

SKILLS & KNOWLEDGE

Essential:

• Strong understanding of workforce planning principles, particularly within a contact centre environment.
• Proficient in contact centre metrics and their impact on performance (e.g. AHT, PCA,ASA, and Shrinkage)
• Advanced Microsoft Excel skills, including data analysis and reporting
• Exceptional attention to detail and a strong focus on accuracy. Self-motivated and flexible, with the ability to adapt to changing priorities and deadlines
• Excellent verbal and written communication skills, with the ability to present insights and influence stakeholders

Desirable

• Experience with Workforce Management (WFM) tools and solutions, including optimising and maintaining these systems.
• Proven ability to analyse and resolve staffing challenges in a dynamic environment
• Experience in the financial services sector or a regulated industry is advantageous.

If you are passionate about optimising workforce performance and have the necessary skills to thrive in this role, we encourage you to apply.

ABOUT US?

At Everyday People Financial Solutions Limited we want to make a meaningful difference in the communities our clients live in by changing the way everyday people use and manage their money. We envision that our affordable financial solutions to everyday challenges will make a positive mark on society while generating value and success for all of EP’s stakeholders.
Headquartered in Edmonton, Alberta Canada with operations in Canada and the UK. Everyday People are changing the way revenue cycle management agencies work by enhancing our client services with affordable financial products and literacy programs.
Job Type: Full-time

Benefits:

• Additional leave
• Canteen
• Company events
• Company pension
• Health & wellbeing programme
• Life insurance
• Referral programme
• Work from home

Experience:

• Workforce Planning: 3 years (preferred)

Work Location: In perso

Planning & Scheduling:

• Analyse historical and real-time data to forecast staffing requirements at interval,daily, and weekly levels.
• Develop, execute,and manage schedules to achieve optimal staffing levels and meet service level agreements (SLAs).
• Monitor contact centre metrics, including Average Handle Time (AHT), Percentage of Calls Answered (PCA),Average Speed of Answer (ASA),and Shrinkage, ensuring alignment with business goals.

Real-Time Performance Monitoring:

• Provide real-time support by monitoring call flows, capacity, and agent availability.
• Proactively address deviations from schedule adherence by liaising with agents and supervisors.
• Identify and implement solutions to resolve performance issues, such as adjusting staffing levels or reassigning tasks.
• Efficiency & Optimisation: Assess and report on schedule adherence, occupancy, and shrinkage to identify trends and recommend improvements.
• Continuously refine workforce planning models and processes to maximize efficiency.

Stakeholder Collaboration:

• Communicate and negotiate effectively with stakeholders, including senior management, to align workforce planning with operational needs.
• Build strong relationships with teams across the business to promote a collaborative approach to resource planning.