What you will be doing
The Planning & Quality Team Leader is responsible for the delivery of a resource planning service for the National Contact Centres alongside overseeing the delivery of the Quality Assurance Framework.
As our Resource Planning expert you will deliver capacity planning, forecasting, MI and customer analytics to achieve and optimise key performance indicators across the contact centres.
As our Quality Assurance expert, you will work in conjunction with the broader Management teams to continually increase quality standards in a fair and consistent way across both centres.
You will role model our values where all colleagues are accountable for delivering an efficient and quality service to our customers and driving continuous improvement.
The activity you drive will help the business achieve the objective of improving the customer journey through all customer touch points, enabling us to deliver an exceptional experience for colleagues and customers.
Do you have what it takes
We know that this is a unique opportunity and welcome applications from people who believe they could really make a difference in this role, even if your experience has been limited to just one of these functions. In our Contact Centres our people, both colleagues and customers, are our most precious asset and so you must have a people first attitude and genuinely care about helping us deliver a great service to our customers.
Our ideal candidate will have led or worked in a resource planning team in a contact centre. You’ll be hungry to manage and create your own team where shaping more than 1 function won’t phase you. You’ll need strong Excel skills as you’ll initially be building your resource planning and quality assurance processes in Excel. You’ll be happy to roll your sleeves up and get stuck in whilst building the case on how to shape the functions in the future. Ideally you will have had exposure to working alongside a Quality Assurance team and will know what good looks like.
You’ll have an eye for detail, a strong focus on data quality and accuracy and be a logical thinker with the ability to apply creative solutions to problems.
A knowledge of Zendesk or CXone would be an advantage as well as tool hire industry experience.
A little bit about us and what we can offer:
We offer our customers the option to contact us either face to face in branch or via our contact centres by telephone, email, web chat or social media, 7am-5pm Monday to Friday and Saturdays 8am to 12 noon. Our National Contact Centres have grown extensively and we are excited to continue this growth with the addition of this new and exciting role. This is a unique opportunity combining Resource Planning and Quality Assurance and offers the right person the opportunity to join us at a time when we are establishing these functions from scratch. We’re not afraid of trying new ways of working at our Contact Centres and have invested in some of the best technology you’ll find in a contact centre. So if you’re interested in putting your own stamp on how we create these 2 functions, if you’re interested in a varied and broad role and are interested in working for a business that can offer great career progression then read on for more details.
Our environment is supportive, collaborative and fun. We can be flexible around Hybrid working in conjunction with hours in the office We offer a best in class learning and development programme to help you grow your career. New ideas are encouraged and as a growing department, there’s plenty of opportunities to innovate and make an impact. As well as a competitive base salary and annual bonus, you will receive employer pension contribution, life insurance, free car parking, employee assistance programme, enhanced maternity/paternity/adoption Pay, employee discounts and regular events throughout the year.
Think Tool Hire. Think Brandon Hire Station! We are an award winning leading provider of tools and specialist rental products to industry, construction and home owners across the UK. With over one hundred and fifty trading centres, we are able to service both local and national customers across all UK mainland locations, supported by our 2 National Multi-Channel Contact Centres up in Manchester.
If this sounds of interest, please get in touch.