Resource Planning Analyst (15 Month FTC)

Pepper Advantage; London Borough of Hillingdon; Hybrid; GBP 29,000 - 35,000; Full time

Job summary

Join a dynamic loan servicing company as a Resource Planning Analyst in a hybrid role. You'll manage the Genesys dialler, optimize staffing resources, and support the Arrears department. This temporary position offers a chance to make a real impact while working in a collaborative environment. Enjoy a competitive salary, private medical insurance, and generous holiday allowances. If you're ready to take your career to the next level and thrive in a fast-paced setting, this role is perfect for you!

Benefits

Private Medical Insurance

Salary Sacrifice Pension matched up to 8%

25 Days Holiday + Bank Holidays

Wellbeing and Volunteering Days

Payroll Giving

Life Assurance

Qualifications

• At least 1 year in a call-centre environment.
• Experience in managing call centre technology.
• Ability to think outside the box.

Responsibilities

• Manage daily operations of the Genesys dialler.
• Analyze dialler-output data to identify issues.
• Collaborate with partners to improve borrower experience.

Skills

Call Centre Management

Workforce Management

Excel (Intermediate-Advanced)

Interpersonal Skills

Basic Statistics Knowledge

Education

Experience in Call Centre Environment

Tools

Genesys Dialler

Job description

Resource Planning Analyst (15 Month FTC)

Resource Planning Analyst (15 Month FTC)

2 weeks ago Be among the first 25 applicants

This range is provided by Pepper Advantage. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Pepper Advantage

Pepper Advantage is one of the leading loan servicing companies in the UK, and we are currently recruiting for a Resource Planning Analyst to join our growing Arrears & Litigation team in Uxbridge.

This is a temporary role to cover maternity leave for a fixed term of 15 Months.

You will be responsible for daily management of the Genesys dialler including but not limited to list management, creating and tracking adherence metrics, planning and scheduling of short and long-term staffing in the call centre.

This integral call centre position will support the overall functionality of our Arrears department in order to to develop and optimise staffing resources. You should have experience in managing call centre technology and in workforce management, and the ability to think outside the box is crucial.

This a hybrid role with the requirement of two days per week office attendance.

As a Resource Planning Analyst, some of your key responsibilities will include:

• Performing daily uploads, downloads, and importing.
• Ensuring and documenting outbound dialler activity.
• Analysing dialler-output data to identify potential problems and issues.
• Creating and updating dialling campaigns filter, list strategies, and reports.
• Monitoring and adjusting the performance of the dialler systems.
• Completing other duties assigned.
• Partnering with business leaders to develop new functionality to improve the borrower and agent experience.
• Collaborating with internal and external partners to maximize the achievement of business goals.
• Tracking Adherence and on day forecasting
• Monitoring of agent activities
• At least 1 year in a call-centre environment
• Knowledge and experience in using a dialler system.
• Intermediate-advanced proficiency level in Excel.
• Basic statistics knowledge
• Knowledge of Ofcom requirements
• Team player
• Strong interpersonal skills.
• Salary of up to £35,000 per annum
• Private medical insurance
• Salary Sacrifice Pension matched up to 8%
• 25 days holiday per annum + bank holidays
• EAP
• Wellbeing and Volunteering days
• Payroll giving
• Life Assurance

About:

The UK arm of Pepper Advantage was established in 2013, and today we’re one of the most successful and dynamic loan-servicing businesses throughout the four home nations. With offices in London and the North of England, Pepper Advantage UK employs over 360 people and has approximately US$25 billion in assets under management. Key sectors include commercial and residential mortgages, including prime, near-prime and non-conforming, and SME loans.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management, Strategy/Planning, and Customer Service

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