We are currently in the midst of a period of Transformational change and are working with new technology, processes and operating models to enable us to better support people affected by cancer.
To that end we are searching for an individual to join our Planning, Performance and Improvement Team on a secondment to help us drive the function to the next level. You will have a want to support staff in delivering a high-quality Macmillan support line service. You will play a key part in achieving Macmillan's ambition of reaching and improving the lives of everyone living with cancer by ensuring that our forecasting, planning, scheduling and real-time monitoring of the service are managed and updated in a timely and accurate manner.
It’s not going to be easy… we are developing a new way of working and will be ironing out problems as we go along so you’ll need to be resilient and be able to think on your feet. You will need to have knowledge and experience in Workforce Optimisation / Management packages as well as forecasting, planning and scheduling experience within a Contact centre environment as well as Microsoft packages including Excel and Outlook and be able to plan your work efficiently in order to make it easier for us to support more people affected by cancer.
A keen eye for detail and the ability to transfer large amounts of data accurately are essential for this role along with both the ability to follow direction and be organised and planned. You will be able to manage conflicting priories and be able to work towards deadlines. Experience of Teleopti WFO would be preferable.
You must be able to build and maintain strong relationships as communication is a key component to the success of this role. This includes encouraging positive engagement with colleagues via the phone, in person and via e-mail. You will need to be resilient and focused on our overall objective to improve the lives of everyone living with cancer. You will be proficient at prioritising and managing your own workload effectively in order to generate results within given timescales.
Previous experience working in the field of demand forecasting, workforce planning and scheduling as well as the ability to liaise with brand, marketing and service delivery colleagues in a contact centre environment is essential but we will also provide training and support for the right candidate who has the desire and determination to work hard, work smart and help us develop the function.
The main activities in this role will include forecasting customer demand, planning and scheduling the contact centre workforce, analysing historic demand and scheduling and using this to improve future work, supporting the SLS Transformation Programme with resourcing and recruitment work with other admin and project functions where required.
In return for your hard-work and commitment we commit to actively develop you and offer excellent benefits including private medical insurance, life assurance, pension, generous annual leave and interest free loans for season ticket and gym membership.
Working hours are 34.5 per week, with core hours being between 9:00 and 5:00 Monday to Thursday and 9:00 and 4:30 on Fridays. You may occasionally be required to work outside of these times on an ad-hoc or one off basis to assist with support the service delivery team. You may be required to travel to other Macmillan offices across the UK. Travel and accommodation expenses will be covered.
Located at our office in Shipley, West Yorkshire. Our offices have a waterfront location, close to the UNESCO World Heritage Site – Saltaire Village & Salts Mill - and are just 10 minutes by train from Leeds City Centre.
Please submit your application as soon as possible as we reserve the right to change the closing date of our vacancies.
We aim to encourage a culture where people can be themselves and be valued for their strengths so we seek to attract and employ the best people from the widest talent pool, reflecting the diverse nature of our society.
We will support you throughout the recruitment process with any reasonable adjustments required in accordance with the Equality Act. Please contact the Recruitment Team if you require support.