Responsible for real-time management of resources in the Contact Centres to ensure the Service Level Agreements are achieved and productivity maximised. You will make on the day skill/schedule changes, make recommendations and provide daily commentary on the department's performance.
This position is based on a 35 hour week, between 8am and 8pm, Monday to Saturday. However, these hours may vary in-line with business needs
You will be responsible for the following:
Real-Time Monitoring of shifts across Operations
Objective - working with Resource Planning Team & Operations Managers/Team Managers (TMs) to ensure that sufficient resources are in place for each shift.
" Anticipate and or predict any performance shortfalls through the analysis of current Schedules compared with actual call volumes versus future schedule and anticipated call volumes
" Adopt a proactive approach and implement strategies for unplanned events such as adverse weather conditions
" Manage and plan discretionary activities including coordinator training, holiday requests, team meetings and regular performance conversations
" Manage schedule adherence maximising staff productivity at every available opportunity.
" Ensure that all relevant information is effectively cascaded or communicated to the team in a timely manner.
" Communicate regularly with Team Managers and identify any potential issues or developments that may impact the achievement of the department or team KPIs
" Compile and distribute a daily end of shift report in order make the Operations Management Team aware of any potential issues.
" Proactively identify any potential fall in Service Levels and take appropriate steps to resolve.
" Collate and provide accurate, timely statistics for the Operations Management Team both on a regular and ad hoc basis
" To carry out any other duties as reasonably requested by the Resource Planning Analyst or Operations Performance Manager.
Good standard of general education. English Language & Maths GCSE A-C or equivalent
Customer & Market Excellence
Proven experience within a call cenre or similar customer service enviornment
The ability to recognise and deliver excllent Customer Service
Ability to prioritise own and others workload and multiple tasks
The ability to effectively communicate with employees at all levels both verbally and in writing
Excellent analytical skills
Knowledge of Verint Workforce Management System
Proactive, quick thinking, flexible and adaptable to changing situations
Able to work calmly under pressure
Focused on achievement of targets
Able to build relationships with key stakeholders
You should have a minimum 18 months in call centre role - doing this role as part of or full time role
monitoring service calls / traffic, moving call groups, changing flow / SLAs