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Level 5 Human Resources Apprenticeship
UM for Network Rail
Customer Service Resource Planner
Work Model
📍 London, England
Employment
💼 Full-Time Direct
Recruitment Type
🛡️ Direct to HR Pipeline
Role Overview & Responsibilities
Position Overview
Work with the external Contact Centre team to ensure Ralph Lauren customer services maintain appropriate staffing levels across a range of service channels by modeling future demand based on forecasts, actual performance and SLAs
Essential Duties & Responsibilities
- Analyse historic data and trends to produce accurate contact volume forecasts, and manage real-time behaviours such as adherence, occupancy, productivity and utilisation
- Work with the Contact Centre team to decide the FTE amount and shift alignment
- Along with the Contact Centre team, monitor real-time staffing adherence and absenteeism, quickly identifying risks and unexpected volumes
- Co-own administration of intraday schedule changes
- Optimise FTE and staffing expenses to reduce cost per contacts and monitor agent utilisation and overall KPIs
- Lead monthly, weekly and daily staffing review meetings with the Contact Centre detailing weeks performances
Experience, Skills & Knowledge
- Knowledge of progress monitoring and reporting
- Having an analytical approach to problem solving
- Keen interest of the interior design industry
- Excellent time management, organization, and follow through skills
- Detail oriented with the ability to multitask and work under pressure
- A keen interest in retail, websites and their functionality; email communication and online marketing.
- A customer service mindset
- Computer literate in all Microsoft packages with the ability to learn new skills
- A passion for our brand and understands retail and general consumer buying behaviour
Frequently Asked Questions
How do I apply for the Customer Service Resource Planner position at Ralph Lauren?
Click the “Apply for this Position” button on this page to submit your details directly to Ralph Lauren's recruitment pipeline without agency fees or intermediaries.
Is this role eligible for remote work or international relocation?
This position is based in London, England with potential relocation and visa sponsorship considerations for qualified candidates.
Are there any fees to apply through Jobflixs?
No. Jobflixs is 100% free for all job applicants. We strictly prohibit recruitment fees, candidate registration fees, or placement charges.
