About us
Everyone knows Kwik Fit for our tyres, but these days we do a whole lot more. Servicing, fleet services, fast-fit – whatever comes our way, our teams have what it takes to get the job done properly. And whilst half of our MOT and service appointments are booked in advance, either online or over the phone, we are still ready to save the day for customers who need us at the drop of a hat. You could say we’ve learnt to expect the unexpected!
That’s what it’s all about for us – being there for customers in their hour of need and delivering friendly service of the highest quality when they need it most. It’s what makes our centres a valued part of their local communities.
And we’re just as dedicated to our staff. With Kwik Fit you’ll be given every opportunity to develop your skills using state-of-the-art equipment and working with some of the biggest brands out there.
Sounds good, doesn’t it? That’s why we say, ‘you can’t get better’.
The role
The overall purpose of the role is to support Kwik Fit in its wider purpose of keeping our customers safe on the road and providing peace of mind motoring.
Reporting to the Operational Support Manager, the Resource Planning and Telephony Analyst will provide accurate forecasting and effective scheduling of staff to ensure both service levels and the needs of our internal customers are met resulting in a first-class service for our customers.
This permanent role is based upon 40hrs/week between Monday and Friday, which following a successful training and induction period will operate on a hybrid basis to include 4 days/week based onsite at Duart house.
Key accountabilities
- Provide accurate long, medium, and short term forecasting of call data and workload for all work streams. Achieving accurate forecasting to base scheduling activities on, in order to achieve service level and contractual agreements.
- Develop planning material for each business unit and carry out reviews based on this information.
- Effectively schedule staff accordingly to meet agreed service levels.
- Provide MI to internal and external clients.
- Promptly and accurately escalate service level challenges through staff reallocation and movement.
- Using the WFM and ACD suite effectively, manage resource and workload to ensure a balanced and effective performance.
- Process and respond to email queries and schedule as appropriate.
- Assess and respond to all holiday requests in a timely and professional manner.
- Manage and oversee logging and maintenance of holiday entitlements.
- Schedule all Agent offline time effectively as required to meet management and department requirements, whilst ensuring service level is unaffected.
- Real-Time management of service levels, call flows and available staffing.
- Schedule meetings, training and offline as required by management team, either on an ongoing or ad-hoc basis.
- Attend and contribute to management/department meetings where required.
- Commit to and take ownership of self-development through training sessions/programs.
Skills & experience
- A passion for customer service and delivering a first-class service to our customers.
- Demonstrates a positive, proactive, professional and empathetic approach.
- Ability to work well as part of a team and build effective relationships with others.
- Ability to handle complex queries and challenging scenarios.
- Excellent communication skills both verbal and written with the ability to communicate with clarity, consistency, and confidence.
- Act in a friendly, caring, honest and transparent way at all times.
- Recognise that every team member brings a different set of skills and experiences.
- Continually demonstrates high standards of conduct and performance, integrity and confidentiality.
- Ability to adapt and meet the changing demands of the work environment, any delays or other unexpected demands.
- Highly organised with the ability to work under pressure and prioritise multiple demands whilst maintaining quality and accuracy.
- Problem-solving and analysis.
- Ability to work under pressure to targets and deadlines.
- Excellent computer skills with the ability to learn online new systems and processes.
- Experience in WFM software in a contact centre environment
- Working knowledge of MS Office – particularly MS Excel.
Other
Heard the one about hard work being its own reward? That’s true here. But on top of that you'll also benefit from a generous staff discount scheme which also covers a range of companies including supermarkets, mobile phone suppliers and high street restaurants to name a few. On successful completion of your probation you'll be eligible to join the company pension scheme and will benefit from company funded life insurance from day one.
That’s what we mean by ‘you can’t get better’.
Job Reference: KF23464
