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Call Centre Planning Administrator

  • Location:

    Liverpool, Merseyside

  • Sector:

    Contact Centre

  • Job type:

    Permanent

  • Salary:

    Up to £18798 per annum

  • Contact:

    Melissa

  • Contact email:

    [email protected]

  • Job ref:

    PRE/210254_1658828385

  • Published:

    4 days ago

  • Expiry date:

    2/09/2022

  • Startdate:

    22/08/22

Job Description

Do you want to work for a well-established company that will shape the future of service and shape customer experience for some of the world`s leading brands? Whether in the areas of mobility solutions, consumer goods, industrial technology or energy and building technology - with our client, you will have the chance to improve quality of life across the UK and across the globe. This is a HYBRID position with some days required in Liverpool City Centre office.

Salary: £18,798

Location: Liverpool City Centre

Hours: 37.5 Hours per week - 08:00 - 17:00 Monday - Friday


Daily Duties:

? Clean agent data weekly and monthly to maintain system accuracy
? Recommend appropriate staffing levels using bespoke software
? Track Associate movement across campaigns as well attrition
? Maintain schedule rota changes due to attrition / hiring
? Manage contact centre shift process
? Regularly optimise breaks and lunches to increase service levels
? Plan and recommend scheduling changes for projects
? Maintain daily rota changes for non-discretionary exceptions
? Make real-time staffing recommendations
? Run reports on Associate availability
? Track and report on Associate productivity, and the impact to service levels
? Track and report on Associate sick / lateness
? Approve and deny Associate vacation requests, balancing contact centre service levels with associate responsibility


A suitable candidate will need:

? An understanding of forecasts
? Time management skills
? Good analytical skills
? Team working skills
? Strong Microsoft Excel skills
? Excellent data accuracy
? Flexible, adaptable, self-motivated, and keen to learn
? Previous workforce management experience (desirable)

Benefits:

¢ A salary of £18,798 per annum on a permanent, full-time basis
¢ 25 days holidays per year (Holidays run January - December)
¢ Automatic enrolment to pension scheme
¢ Full classroom trainer led training provided
¢ Great location for all types of transport i.e Train, Car, Bus
¢ Full equipment provided to support hybrid working
¢ Company benefits scheme.

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