Resource Planner

Job Introduction

** At Saga we’re radically flexible which means our colleagues have total autonomy over where they work – home, hybrid or hub. This role has a hybrid element which means our team come together when we need to collaborate.

Our people are everything to us. The way they deliver exceptional experiences every day for our customers, for their colleagues. The way they own what they do. Their 'Why's it like that?' curiosity. How they always think of others and work together to get things done. For us, for you, make do will never do. Good enough? Not even close. Come and do the best work of your life alongside lovely colleagues. Come to Saga. 

And right now, we are looking for a Resource Planner who will be responsible for managing call volumes into our travel contact centre through careful planning and resource management. The role involves ensuring that we meet our agreed CAR (call answer rate) SLA and is heavily focused on ensuring that the Contact Centre has the correct headcount at the correct times. Excellent attention to detail, analytical and planning skills are a must in this role as well as being able to maintain relationships across all levels of staff.

Role Responsibility

• Managing Call Volumes to ensure we deliver exceptional service levels for our customers and maximise revenue opportunities.
• Achieve calls answered target of 90%, managing the workforce allocation to make this possible and highlighting any blockers.
• Set clear contingency plans for unexpected impacts to headcount (i.e. sickness, system outages).
• Utilise internal systems to manage call forecasting and workforce distribution.
• Work closely with the contact centre management team and the L&D team to ensure training requirements are met and marketing to ensure correct headcount at peak times.
• Provide precise MI to the business on a weekly and monthly basis, highlighting headcount requirements and any future challenges.
• Through the production of call forecasts, highlight recruitment needs within agreed SLAs (with recruitment team).
• Analysis of trends, call patterns and potential problems in relation to agreed SLA’s.
• Calculate expected peak times through careful monitoring of call trends.
• Maintains records in an organised format, ensure readily available and up to date.
• Monitor internal systems to identify performance and issues, highlighting these to the relevant department.
• Manage adviser skills to ensure the most effective distribution of calls and ensure opportunities for revenue generation are realised.
• Manage telephony system (Cirrus) and maintain phone numbers, IVRs and line messaging.
• Work closely with stakeholders from other Saga businesses to provide information as required on call volumes and forecasting, while also sharing best practice.
• Seek new and innovative approaches to workforce management, constantly looking to improve how service our customers.
• Play a key role in the introduction of new customer contact types, such as appointments and video calls.

The Ideal Candidate

• Experience in using relevant systems (including but not limited to Cirrus, Verint, QMax, Tigerbay, Taurus, O365 package).
• High attention to detail and analytically minded.
• Customer focused.
• Excellent communication skills.
• Ability to think clearly under pressure.
• Ability to work individually and as part of a team, primarily in a remote-working environment.
• Experience in workforce management for a contact centre.
• Previous data/analytical roles.
• Well versed in O365 packages.

Our Saga Values:

• Precision Pace - Always owning and making things happen. 
• Empathy – Always aware of others. 
• Curiosity – Always asking why.
• Collaboration – Always one team, the Saga team!

Package Description

The standard benefits when you join Saga include: 

• Remote working available where possible

• 25 days annual leave plus bank holidays with the choice to buy a further 5 days annual leave per year 

• Free private medical insurance after 1 years' service 

• Workplace Pension 

• AXA Be Supported 

• A range of reductions and offers from leading retailers, travel groups and entertainment companies

About the Company

Having spent our first 30 years focused on travel, Saga launched Saga Magazine and developed home and motor insurance and financial services in the 1980s. Private medical and pet insurance followed in the 1990s, along with the launch of our own cruise ship operation. The strength of the Saga brand provides the Group with the ability to develop in-house or partner with suppliers to offer our customers and members highly differentiated, competitively priced products which meet their evolving needs.

Saga exists to help our customers and members lead the life they want to lead. To succeed in this, we know that the most important thing to do is to listen to our customers and members. At the heart of our business model is our drive to know more about our customers’ wants and needs so we are best placed to serve them.

Applying this approach over the past 70 years has enabled us to become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic and is recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

When you join Saga you will see that we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement.

We value diversity not just because it is the right thing to do, but because diverse teams perform better. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us. Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity.

We are an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required.

We are a member of the 30% Club and partner with Women Ahead which offers us a fantastic opportunity to take part in a leading, global, cross-company, leadership mentoring scheme to champion female talent.

We are a signatory of the Armed Services Covenant and have received a Silver Award from the Employer Recognition Scheme. 

To all recruitment agencies: Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Any engagement with employees or provision of CVs to employees within Saga where you have not engaged with the Talent Acquisition Team will be considered speculative and Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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Saga Group