Job Type: Permanent - Full Time

Location: Dublin, Ireland

Job Category: Call Centre and Customer Service

Job Description

Be part of our award-winning team!

Who We Are

Blue Insurance, now known as Cover-More Blue Insurance, is an ambitious Insurance business developing innovative products and disrupting the Insurance landscape in the UK and Ireland.

Originally founded in October 2003, we are an online insurance business, providing online Travel, Car Hire Excess, Motor Breakdown, Gadget, Pet, Bicycle and Wedding insurance. Since 2003 we have grown from a niche travel insurance provider into an award-winning, Deloitte Best Managed Company.

In October 2018, Blue Insurance, officially became part of the Cover-More Group. Cover-More Group is a global specialist and integrated travel insurance, medical assistance, and employee assistance provider with operations across five continents. Cover-More Group is headquartered in Sydney, Australia. In 2017, Cover-More became part of Zurich Insurance Group emerging as the third largest travel insurance provider in the world.

Our vision is to take the lead in the insurance industry with comprehensive products, quality customer service, competitive rates, and the latest technology, enabling all our agents and customers to have the easiest and quickest experience when carrying out quotes or managing policies with all Blue Insurances' Products.

Position Overview

This role will sit within our Operations and Customer Service Department. The Workforce Planning Specialist main focus will be to prepare reports on comparative data on results vs forecasts with the aim to identify gaps, current and future staffing needs, opportunities for improvement and recommend solutions. The role will include the development and management of service level reporting for the contact centre.

In this role, you will have a strategic approach to workforce planning aligning it to business needs and overall strategy by identifying and proactively addressing resource and scheduling issues, respond to staffing needs quickly and manage risks.

In this position you will be required to manage staff scheduling and work volume balancing, make adjustments where needed and make recommendations to maximise our service and quality. The workforce planner’s objective will be to optimise performance within our call centre through improved work planning and work patterns and seasonal/temporary resource planning.

This position will play a key role in our expansion across the EU, developing multilingual teams and setting up new BPO partnerships to support both growth and seasonal demands in each market.

Qualifications And Training

• Previous experience in a Resource Planning Specialist or similar role
• Experience within a call centre or shared services is an advantage
• Demonstrable ability to support business development and growth
• Experience with WFM technology
• Knowledge of analytical and BI tools such as Tableau
• Strong numeracy skills and reporting
• Previous experience in a supervisory or leading role within operations, call centre team.
• Organised and able to meet deadlines
• Experience planning for multilingual teams as advantage.
• Experience managing BPO partners an advantage
• Bachelor Degree or equivalent qualification
• Industry knowledge is an advantage

Key Duties & Responsibilities

To be successful in this role you will need:

• Maintain WFM system with an eye to improve headcount and requisition management processes
• Analyse data and recommend resourcing solutions for implementation
• Create reports on performance and forecasts
• Create reports and tracking system to monitor staffing patterns (annual leave, illness, statutory leave, training, etc.) to understand talent availability, optimise resourcing forecasts and ensure effective resource use at all times.
• Analyse employee skill sets, identify talent needs and related costs
• Review unfavourable trends and run root cause analysis
• Equip and support managers and team leads to implement WFM

Skills

• Build relationships and assist leadership to achieve operational objectives
• Adhere to GDPR and Protocol

Rewards And Benefits

• Competitive salary
• Company pension
• 25 days Annual Leave
• Performance based incentive
• Life insurance
• Employee Assistance Programme
• Career Progression
• Paid parental leave.
• Paid sick leave.
• Wellness leave.
• Fitness reimbursement
• Online learning and training opportunities
• Professional membership
• Staff referral bonus
• Work anniversaries leave or a day off on your birthday

The Team and Community

Caring is at the heart of what we do. We're here to make a positive difference in the world we live in. Through our social impact, we are committing to the communities we work in and giving back where they need it most. Whichever way you choose to participate in volunteering or fundraising, whether as a team or individually, the company gives you 3 paid days to volunteer. This is our commitment to our community. Then, wherever you help, the commitment is always doubled, and the company will match the number of volunteer hours that staff complete each year and also any money donated to a charity which we call Employee Matching here in CoverMore Group.

Cover-More Blue insurance Services Limited is regulated by the Central Bank of Ireland and authorised by the Financial Conduct Authority for UK Business.

Cover-More Blue Insurance Services Limited is an equal opportunities employer.