Resource Co-ordinator

Job content

Resource Co-ordinator
Competitive salary
No Agents please

The JG Travel Group is one of the UK’s leading tour operators of group travel offering exciting and diverse value for money tours, ranging from short breaks, classic seaside resort holidays, heritage tours, London theatre breaks, Sporting, Family and Tribute breaks, and European holidays, including Cruises, through a number of distinct brands.

We are looking for a highly organised and analytical Resource Co-ordinator to monitor and forecast workloads to ensure the right levels of staffing. In addition, to analyse data and statistics to identify trends, collating research data and identify cost-reduction opportunities that would generate revenue and increase profits.

The main duties for this new position will include the following:

• To produce short, medium and long term forecasts of call demands, volumes and staffing requirements to ensure SLAs are met;
• Work with the Marketing department to ensure detailed booking expectations per marketing activity for the Reservations’ team are provided, to assist with resource planning;
• To monitor call flows per hour and per day for each brand and skill set; schedule rotas accordingly and provide regular reports to the Head of Customer Contact;
• Report areas of risk and concern on staffing volumes to the Head of Customer Contact;
• To produce and maintain the staff rota/staffing schedules for the Reservations’ team so that they know where they need to be, and at what time and SLAs are achieved on each shift/ day;
• Ensure the staff rota is maintained and up-to-date, and provide payroll data to HR by the 15th of each month (not limited to but to include hours worked, absence, overtime);
• Coordination of real-time activities to ensure appropriate Agent cover at all times;
• Produce daily, weekly and monthly reports to show overall Reservations’ performance on agreed SLAs and KPIs, including conversion rates, abandoned calls/% of, average handling times etc.
• Provide reporting on add-on sales data that forms the basis of the Reservations’ Add-on bonus scheme;
• Monitor non-call related activity and ensure response times and SLAs are met and the correct resource is allocated (to include Social media, Emails etc.);
• Monitor avoidable contact within the team and feedback to the Head of Customer Contact with suggestions to improve/change;
• Attend daily, weekly and monthly planning meetings with the Head of Customer Contact and HR Director;
• Keep the Head of Customer Contact and HR Director up to date with any upcoming plans or challenges or risks to service levels;
• Carry out occasional floor walking to ensure that staff in the Reservations’ team are in the right place and doing what they are meant to be doing.

This is a challenging and rewarding role, so will suit someone who is an excellent administrator and organiser with a drive to use analytics to impact on day to day service level achievement within the Reservations’ team. Previous experience of using a workforce planning tool or Excel to manage workload is essential as is good people management skills to ensure that plans are delivered. Previous working experience of the Avaya telephone system would be advantageous. A strong communicator with first class people skills along with solid MS Office skills, this is a really exciting role for someone eager to influence and develop within a growing company.

If you feel you have the relevant experience and attributes for this role, please send your CV and letter of application to Helen Moylan/ HR Director via Apply Now without delay.

Job Types: Full-time, Permanent

Schedule:

• Monday to Friday

Work remotely:

• No