Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of dealerships throughout the United Kingdom.
We have an exciting new role as a Workforce Resource Manager in our large Operation to ensure that service level agreements and MI modelling is aligned to SCUK expectations, through resource and real time management.
Working with the existing Operations Managers you will be responsible for ensuring the seamless running of the day-today allocation of work, ensuring the right work is allocated to the right people at the right time to meet the business requirements maximising available resource.
Please note this role is a hybrid role with at least 3 days a week in the Redhill office. Remote workers will not be considered.
Responsibilities will include:
- Monitor and analyse call volume, call patterns, and traffic flow for multiple lines of business to ensure service level objectives are being met
- Plan and forecast call volume and required headcount (short, medium, and long-term) for multiple lines of business
- Collect and analyse historical call data and impacts to forecast
- Meet with leadership to review forecasting, staffing needs, and KPI trends
- Develop optimal schedules to meet forecasted call volume and established KPI goals
- Continuously evaluate the effectiveness of schedules and adjust as necessary
- Determine time-off allotments for self-service time-off requests and approve/deny exceptions
- Monitor call queues in AWS, Salesforce and Live chat
- Responsible for providing required reports to Operational areas and MI Managers as well as Head of Customer Services, ensuring accuracy
- Make recommendations for new or updated contact centre technology and process improvements
- Plan and map resource in line with training requirements, annual leave, sickness and natural attrition
- Ensure customer service provide an exceptional level of customer service, adapting to different scenarios and challenges
- To develop and maintain appropriate knowledge in products, procedures, policy, legislation and technology
- Achieving monthly targets set by the leadership team
- Adhering to our commitment to Consumer Duty ensuring we put our Customers' needs first and set higher and clearer standards of consumer protection
What we're looking for:
- Previous demonstrable experience working in a Contact Centre or similar
- Significant experience in productivity improvement and workforce management solutionising and can demonstrate clearly what these were
- Strong technical and analytical experience in Amazon Connect (AWS), Salesforce and Call Miner
- MS office experience including advanced Excel and Power BI
- Forecasting and GANTT experience and shift track expert
- Possess excellent communications skills and can comfortably engage with all stakeholders at all levels
- Strong analytical skills and excellent presentation skills
- Own initiative to resolve complex customer queries
- Excellent attention to detail
- Self drive and self motivation to ensure effective time management
We have a range of benefits available which include:
- Competitive salary dependent on experience
- 27 days holiday per annum, plus bank holidays
- Annual bonus based on personal and company performance
- £500 flexible benefit allowance
- Generous pension contributions
- Employee assistance programme
- Sharesave scheme
- Gym passes at a reduced rate for 3,000 gyms, leisure centres etc
Inclusion
At Santander we're creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair.
What are the next steps:
If you are interested in this role and believe you have the skills, experience, and knowledge then we'd love to hear from you. Please go ahead and click apply which will take you through some questions and allow you to submit your CV and covering letter.