Job Title

Pepper Advantage is one of the leading loan servicing companies in the UK, and we are currently recruiting for a Resource Planning Analyst to join our growing Arrears & Litigation team in Uxbridge.This is a temporary role to cover maternity leave for a fixed term of 15 Months.You will be responsible for daily management of the Genesys dialler including but not limited to list management, creating and tracking adherence metrics, planning and scheduling of short and long-term staffing in the call centre.This integral call centre position will support the overall functionality of our Arrears department in order to to develop and optimise staffing resources. You should have experience in managing call centre technology and in workforce management, and the ability to think outside the box is crucial.This a hybrid role with the requirement of two days per week office attendance.As a Resource Planning Analyst, some of your key responsibilities will include:Performing daily uploads, downloads, and importing.Ensuring and documenting outbound dialler activity.Analysing dialler-output data to identify potential problems and issues.Creating and updating dialling campaigns filter, list strategies, and reports.Monitoring and adjusting the performance of the dialler systems.Completing other duties assigned.Partnering with business leaders to develop new functionality to improve the borrower and agent experience.Collaborating with internal and external partners to maximize the achievement of business goals.Creating/Modifying Agent schedulesTracking Adherence and on day forecastingMonitoring of agent activitiesEssential Skills:At least 1 year in a call-centre environmentKnowledge and experience in using a dialler system.Intermediate-advanced proficiency level in Excel.Basic statistics knowledgeKnowledge of Ofcom requirementsTeam playerStrong interpersonal skills.Benefits: Salary of up to £35,000 per annumHybrid workingPrivate medical insuranceSalary Sacrifice Pension matched up to 8%25 days holiday per annum + bank holidaysEAPWellbeing and Volunteering daysEye care reimbursementPayroll givingLife AssuranceAbout:The UK arm of Pepper Advantage was established in 2013, and today we’re one of the most successful and dynamic loan-servicing businesses throughout the four home nations. With offices in London and the North of England, Pepper Advantage UK employs over 360 people and has approximately US$25 billion in assets under management. Key sectors include commercial and residential mortgages, including prime, near-prime and non-conforming, and SME loans.