About Appello

We are committed to transforming lives through technology enabled care services, blending the expertise in our monitoring centre with the latest digital technology being created by ourselves and our partners.

Becoming the UK's largest monitoring centre, supporting over 200,000 people across the country, and developing the first digital telecare system has been no small feats.

Our ambitions though are still significant and as our population ages the requirements for services that empower people to live independent, happier and healthier lives will continue to grow.

Hours negotiable between 25-35 per week (to be discussed at interview)

Location: Remote

To be trained for approx. 3 weeks at one of our offices , located in New Milton , Chippenham or Bracknell (Reasonable expenses will be covered to facilitate this)

You will be responsible for achieving service levels in Telecare and Out of Hours (OOH) on a daily, weekly and monthly basis using the Injixo workforce management (WFM) tool alongside medium and long term planning capability with Excel, in particular with regards to taking on additional business and developing new shift patterns to accommodate the increasing call demand.

To support the Resource and Capacity Planner to achieve service level with budgeted overtime and salary spend and where possible reengineer shifts to allow salary and budget savings to hit the EBITDA.

Perfect opportunity​ for a newly qualified Graduate​ with career progression and development within Appello.

All equipment will be provided including laptop and accessories.

Main Responsibilities and Activities

1. Service Level

• Plan and Schedule employee duties, using the workforce management technology, according to skill sets based on 15 minute intervals in order to ensure that resources meet forecasted business demand profiles to be operationally effective 24/7, 365 days a year.
• Short term planning responsibility to ensure the Control Centre is set up to achieve daily and weekly service level.
• To ensure real time management of service level is managed throughout the course of the working week.
• Medium term planning responsibility including Control Centre forecasting and scheduling, management of overtime and holiday requests.
• Reporting and data analysis on a daily, weekly, monthly and ad-hoc basis – of which you will require excellent Excel skills to complete.
• Resource planning of new starters, changes of hours including flexible working and leavers within the Control Centre.
• Maintaining WFM knowledge and expertise for self and others, updating and maintaining the WFM tool to ensure fit for purpose.
• Provide employees with their working patterns, within an agreed timescale, in line with their contract of employment and local arrangements.
• Plan and schedule activities (training/coaching etc.) and absences (Holidays/flex etc.) to maintain consistent service level delivery across the day at the same time as meeting the operational requirements of the departments.
• Ensure system menu options and authorities are correct to ensure employees available match scheduled resource and to ensure adequate system/financial control.
• Review requests for flexible working, identifying impacts on the business and advising line managers in order that the needs of the business are considered in decision making.
• Agree timing of implementation of shift patterns to minimise negative affects. Pro-actively resolve conflicts with staff and managers, in order to maintain good employee relations balanced with the needs of the business.

• Requires advanced Excel skills and expertise to complete reporting and data analysis.
• Previous Work Force Management (WFM) experience - desirable but not essential
• Good knowledge of call centre operations - desirable but not essential
• Degree level or equivalent experience
• Expert knowledge and skills with Excel to interrogate data and to provide valuable management information is critical in this role
• Strong analytical and numerical skills along with strong planning and organisational skills
• Ability to problem solve.
• Ability to work under pressure and to tight deadlines.
• Ability to deal with demanding internal and external customers in a sympathetic understanding and caring way.

Appello Perks 😎

• Salary up to £25,800.00 pro rata to agreed working hours equivalent to £14.17 per hour ( depending on experience)
• 23 days holiday rising to 25 days annual leave
• We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
• Free onsite parking
• Free tea and coffee - in our offices
• Free fruit delivered to the offices each week
• 24/7 employee assistance programme
• Family and friends’ discounts on our services & products
• Casual dress
• Pension Scheme, up to 4% Company matched
• Life assurance 2x annual salary

📧 Ready to join our team? 📧

If you are keen to find out more and have the necessary skills, please apply now with your up to date CV.

We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.

If you require assistance to participate in the recruitment process, for example due to disability, please contact the HR Team on 01425 626337.