A bit about us
Everflow is proud to be recognised as one of Europe's fastest-growing companies, securing the 51st and 3rd spots in the Financial Times' annual Fastest 1000 Growing Companies ranking over the past three years. By 2024, we've achieved a turnover of approximately £154 million, marking a growth of about 33% on Financial Year 2023. As a technology-enabled utility company, we're leading the charge towards a sustainable, multi-utility future for Small and Medium-sized Enterprises (SMEs).Our mission is to make utilities simple and create jobs that people love.We aim to enable businesses to focus on growth, reduce wastage, and contribute to environmental sustainability.

Our approach includes:

• Prioritising investment in our team, creating fulfilling roles that people are passionate about.
• We firmly believe in prioritising people over profits in our decision-making process.
• Offering greener, more transparent utility options.
• Delivering an automated, digital-first experience.
• Simplifying the process for businesses to reduce their utility consumption.
• Enhancing the broker market by developing the premier sales platform for multi-utility services.

Our Business Goals:
Long-term Objectives:

• Deliver over 5,000,000 utility services globally through our technology platform, benefiting both Everflow and our retail partners.
• Assist our customers in reducing their utility consumption's environmental impact by 25%.
• Achieve and sustain an employee Net Promoter Score (NPS) of over 70.

Five-year Targets:

• Become a near-automated retailer, managing more than 10,000 supplies per operational employee.
• Expand our utility offerings to include four different types, with over 30% of our customers using at least two utilities from us.
• Lead the market in environmental offerings, with a 10% uptake among SME customers.
• Extend our operations to at least two additional countries.
• Rank among the top 30 large-sized employers in the UK, according to the b. (url removed) Best Companies ranking.

The Role
This role is new to the business, offering the successful applicant a unique chance to influence the strategy for Resource Planning within the Operations directorate.

You will be responsible for maximising efficiency within the contact centre, ensuring our people are doing the right thing, at the right time to provide outstanding support our customers. This role involves forecasting, planning, and scheduling to meet service level goals, optimise agent productivity, and maintain high customer satisfaction. You will report to our Head of Industry Operations and work closely with the Operations functions, People & Culture, and IT teams to align staffing needs with business objectives.

What you’ll be doing
Forecasting and Planning:

• Develop accurate call volume and activity demand forecasts using historical and predictive data.
• Create long-term and short-term staffing plans to meet service level targets.
• Conduct scenario planning to prepare for unexpected changes in call volume or staffing levels.

Scheduling:

• Design and implement agent schedules to ensure optimal coverage across all shifts.
• Manage real-time schedule adherence and make adjustments as necessary.
• Coordinate with the training and development teams to plan for agent training and upskilling without disrupting service levels.

Reporting:

• Generate and review reports on key performance indicators (KPIs) such as service levels, occupancy rates, and shrinkage.
• Provide insights and recommendations to senior management to improve operational efficiency and effectiveness.
• Monitor and report on overtime, absenteeism, and other staffing-related metrics.

Stakeholder Collaboration:

• Work closely with contact centre managers to understand and address their staffing needs.
• Liaise with HR to coordinate recruitment and onboarding of new agents.
• Communicate effectively with all levels of the organization to ensure alignment on resource planning strategies.

Who we’re looking for

• Experience in resource planning within a contact centre environment.
• Strong analytical skills with the ability to interpret complex data and make data-driven recommendations.
• Excellent organisational and time management skills.
• Strong leadership and team management capabilities.
• Effective communication and interpersonal skills.
• Experience with advanced reporting tools (e.g., SQL, Power BI).
• Knowledge of contact centre technologies and best practices.
• Ability to adapt to a fast-paced and dynamic work environment.

Benefits
Salary Reviews: Benefit from annual salary reviews.
Pension: Enjoy a secure financial future with up to 7% employer pension contribution.
Career Development: Continuous support, personalised development, and top-notch training to fuel your professional journey.
Bonuses: Opportunity to earn extra with quarterly awards and annual bonuses.
Recognition: An amazing reward and recognition system that allows you to redeem gift cards for being recognised.
Annual Leave: Recharge with a generous annual leave of 25 days plus bank holidays
Buy or Sell Holidays: Flexibility to buy or sell up to 5 days of annual leave.
Celebration Day: Enjoy an extra day of annual leave to celebrate a day that is special to you.
Life Insurance: Enjoy comprehensive life insurance covering you up to 3x your salary.
Enhanced Parental Leave: Benefit from up to 26 weeks of paid maternity leave or 4 weeks of paid paternity leave.
Health & Wellbeing: Access well-being perks, including a health care cash plan allowing you to claim up to £70 cashback for dental, optical & physio.
Office Facilities: Take advantage of our free onsite gym, 20% café discount, pool table, ping pong table, and arcade machine.
Hybrid Working: Embrace the flexibility of working at home 3 days per week once you've conquered the probationary period.
Free Breakfast: Enjoy fruit, breakfast, tea, and coffee served daily, as well as our monthly breakfast buffet.
Social Events: Look forward to a vibrant social calendar, including summer & Christmas parties, as well as regular team social events.
Friday Drinks: Wind down on Fridays with afternoon drinks, a perfect segue into the weekend.
Free Parking: Simple, convenient.
Electric Car Scheme: Dive into the future with our electric car scheme—because we're driving towards sustainability. 
Cycle to Work Scheme: Utilise our salary sacrifice scheme to promote health, save money and reduce emissions in your daily commute.

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