Portfolio

Job Description

  • Job Reference:P968973BG_1657641631

  • Job Type: Permanent

  • Job Industry: Business Services

  • Contact Name: Bethany Green

  • Job Location: Greater-manchester

  • Job Title: Workforce Planning Administrator

  • Job Salary: £20000 - £22000 Per Annum

Posted On: 12th July 2022

Workforce Planning Administrator

Portfolio are proud to be exclusively representing our Client who are a trusted health and wellbeing network who have been making a positive difference in over 13 million lives, in their search to find a Resource Planner. Our client offer the most comprehensive employee assistance programme on the market, giving 24/7 caring and compassionate support services to employers from organisations of all sizes, across the private, public and non-profit sector, to business partners, individual users, employees and their family members.

We are looking for someone who will play an integral role organising large volumes of work and distributing this across the team, ensuring the achievement of agreed service level agreements. The successful candidate will be working within a similar setting to a call centre environment with similar technology, but in a unique setting of workplace counselling and advice. The role requires you to have an enthusiastic, eager and willing to learn attitude. It will be a challenging but fantastic opportunity to work alongside business professionals, counsellors, and legal advisors in a fast paced and customer focused environment.

Day-to-Day Responsibilities:

* Active management of daily workflows throughout the EAP department
* Distribution and monitoring of large volumes of work to ensure the achievement of contractual service level agreements
* Daily monitoring of the availability of staff who are able to receive incoming calls ensuring maximum coverage on the helpline
* Providing support where needed in the production and development of management information reports
* Plan, organise, authorise and record holidays for the EAP, maintaining staffing levels at all times in line with the departmental performance objectives, and recommend changes to annual leave caps where necessary
* Assist with all telephony related issues coming into the business whether for the EAP function, OH or business services
* Ability to organise and prioritise workload accordingly to ensure work is completed within a timely manner
* Notify Management of potential problems with resource planning which may affect the service provision of the 24 Hour Counselling and Advice helpline and propose solutions to the problem
* Ensure that personal knowledge of the EAP is continually developing, and that departmental procedures and protocols are adhered to at all times
* Attending team meetings and training as required, providing statistical information
* Maintain required productivity levels to ensure that the service provision is maintained and service levels are achieved
* Escalating any service issues appropriately
* Identifying areas where we can improve client experience
* Maintain communication with all relevant teams
* Maintain confidentiality and discretion when dealing with any enquiries, or sensitive information obtained as part of the role

It is essential you have the following.

* Minimum of 1-year experience in similar position of planning or strong administration
* High level of organisational skills, ability to work to tight deadlines, targets and complete project work to a consistently high standard
* Experience in data entry, scheduling and diary management.
* Excellent communication and written skills.
* Excellent IT skills including MS Office knowledge and experience, with a solid understanding of excel.

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