We are an exciting and innovative credit card provider who are part of a leading FTSE 250 Financial Group. We are extremely proud of the culture we have created here. Our people are working towards making the business a success through commitment, innovation and challenging experiences. This is a great role in a first-class business that supports employees, believes in treating people fairly, encourages team spirit and provides opportunities to develop.

As a key member of the Operational Management Team, you’ll be responsible for delivering resource analytic services across Customer Service and New Business. In order to succeed in this role you’ll need to have, or quickly acquire, a deep understanding of managing resource in a blended (inbound/outbound) call centre environment.

As well as this you’ll also be responsible for understanding how our customers behave and prioritising their enquiries to provide the best overall customer experience while maintaining service levels to strict SLAs.

You’ll also provide top quality data-driven technical solutions to forecast inbound call volumes and provide staffing patterns which maintain a consistent service level while making effective use of staff time.

Finally, you’ll provide real time coordination of inbound and outbound activity through a variety of media; voice, SMS, Interactive Voice Message and beyond.

In short, your contribution will impact each of our 500+ operational employees.

Skills and Experience

Essential
• Advanced knowledge of Excel
• Ability to demonstrate a high level of academic achievement, ability and numerical agility
• Ability to convey complex issues to non specialists
• Collaborative approach to reaching best solutions

Highly Desirable
• Experience of any workforce management system – experience of ShiftTrack would be ideal
• A working knowledge of managing a dialler, inbound call queues and cloud dialling applications
• A working knowledge of SQL

To apply for this role please visit our website:

https://recruitment.vanquis.co.uk/Home.aspx

Please note: Once the closing date has been reached we will review all CVs. Should we wish to progress your application we will contact you within four weeks of the closing date. If you do not hear from us within four weeks of the closing date, unfortunately, your application has been unsuccessful.

On occasion we identify alternative roles that may be suitable for applicants and therefore we may retain your CV for up to 6 months for this purpose. If you do not wish us to contact you or hold your CV on file for 6 months please contact us.We welcome applications from every area of the community, regardless of age, gender, race, nationality, colour, ethnic origin, disability, sexuality, religion or beliefs, and believe that everyone should be treated fairly and consistently. We are TCF (Treating Customers Fairly) ambassadors and believe that everything we do as a company should benefit our customers.