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The position will be responsible for ensuring optimal performance and service level attainment within a multi-channel contact centre. Youll manage real time performance and work closely and collaboratively with operations to identify improvement initiatives; youll also ensure there are effective schedules and forecasts focussing on aligning resource to predicted demand.
Comfortable working with a variety of data sets youll keep stakeholders appraised on performance, ensure forward planning and effective schedules are created and optimised, and aid in the further development of the WFM tool.
The position is based in Swindon with a base salary of £30000 plus benefits.
Monday to Friday (no weekends !) the team work onsite supporting operations 4 days per week
Key Role Purpose & Responsibilities
- Deliver forecasting, and resource planning across Customer Service and Sales (volumes, AHT, Shrinkage and ASA)
- Propose and manage shift patterns that meet the requirements of the business and maximise contact centre efficiencies
- Track all planning related metrics and record detail to explain any reasons for increase/reduction in demand
- Utilising wallboards and WFM solution to watch call queues and adviser status, looking for any issues with performance and either flagging to the adviser, Team Manager, Ops Manager or RPMI Manager.
- Regular effective communication and recommendations to Operational teams to ensure a balance is struck between resource utilisation, service level achievement and staff wellbeing
- Moving adviser resources between queues and interaction types to hit all Average Speed to Answer (ASA) goals balanced across all queues.
What Have You Done Before? What Do You Need to Demonstrate?
Youll be an experienced contact centre Planning professional with skills and experience gained within Scheduling, Planning and Real Time Management. An effective and direct user of WFM technology, youll be an energetic, detailed orientated Planner able to communicate real time and scheduling processes and outcomes to a broad array of stakeholders.
Key Skills & Experience Will Include
- Previous experience of Real-Time management and Forecasting & Scheduling in a multi-channel contact centre
- Good understanding of call centre performance, planning metrics and Real-Time best practices.
- Competent hands-on user of a WFM platform (Verint / NICE/ Genesys / Alvaria)
- Results focused, planned and organised with a meticulous eye for detail
- Hands-on knowledge of workforce management systems and planning best practices
- Comprehensive numerical skills, able to work with large data sets.
- Good written and verbal communication skills.
