Resource Planner
Kraków
Resource Planner
Kraków
Nr Ref.: 1053638
Kraków
Nr Ref.: 1053638
HAYS Poland jest firmą doradztwa personalnego, należącą do międzynarodowej grupy HAYS plc, notowanej na giełdzie w Londynie i największej firmy rekrutacyjnej w Wielkiej Brytanii.
Grupa posiada ponad 390 biur w 27 krajach na całym świecie, w których łącznie pracuje 8 300 specjalistów. Jest liderem w Europie Środkowej i Wschodniej, Azji, Ameryce Południowej, Australii, Nowej Zelandii, Chinach, Japonii, Hong Kongu i Kanadzie.
In 10 years lowcosttravelgroup has grown into a truly international business with offices in Europe, North and South America and Asia/Pacific employing over 500 staff and with annual sales of €700m. Our online travel agency, lowcostholidays.com, is principally based at our international headquarters in Palma de Mallorca in Spain from where it serves customers in 12 countries across the world. Our bed bank, lowcostbeds.com, which sells hotel accommodation to the travel trade in over 40 countries worldwide, has its main office in Romanshorn in Switzerland. Our corporate headquarters is at Gatwick Airport in England and we also have offices in Dublin, Atlanta, Sao Paulo and Bangkok.
The company culture is open, friendly, fast-paced, hardworking and fun, and offers opportunities for those who want to develop/travel. Our offices in central Krakow are well-served by trams and busses and are in modern, refurbished buildings which provide a pleasant working environment
Resource Planner
MAIN DUTIES:
• Day to day management and responsibility for various resources across LCTG.
• Reporting across business units to ensure full visibility on performance daily, week to date and month to date.
• Automation of reporting across business units to free up capacity of the management teams.
• Ensuring all staff are utilized to ensure delivery exceeds SLA’s.
• Management of all agents shift change/leave requests and management of ‘language’ coverage for the group.
• Continuously review and help implement change to improve work flow management through methods such as IVR messaging and online assistance.
• Regular reporting to the business on performance.
• Ensuring all sales and service functions are staffed adequately from launch within new geographical locations, utilizing existing staff where possible.
• Set up and training of new staff, including phone system training and understanding of operational polices on schedule adherence and real time management.
• Design and review rota patterns across offices based upon business needs and peaks within the calendar year.
• Assisting with recruitment planning and delivery of required headcount.
• Helping review processes in place to reduce contacts per booking.
KEY SKILLS:
• Ability to multi task and work under pressure.
• Strong ability to interpret and analyze data.
• Ability to communicate at all levels across the business.
• Friendly and professional manner
• Competence in dealing with requests and questions efficiently
• Ability to prioritise workload on a day to day basis.
EXPERIENCE:
• Preferred management experience within the travel industry
• Proven track record of contact center management.
• Strong technical ability and knowledge of Word, Excel and travel related systems
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