Working for a market leading employer of choice you will be a key part of the Workforce Planning team reporting into the Workforce Planning Manager. You will be working with Real Time data to ensure the provision of efficient and effective service delivery within a multi-channel contact centre delivering support to consumers over the phone, email, and web chat.
You will be monitoring real time service delivery and KPI’s and advising team leaders and other stakeholders where resource is required. You will be reporting on, and answering queries on SLA’s and KPIs to the leadership team. You will need to make quick decisions to ensure success. You will be confident in your decision making and be prepared to challenge the leadership where required - so the ability to engage at a senior level is key.
You will need to keep a calm head under pressure, and a determination to succeed. Attention to detail is key as is the ability to presents insights, data and rationale and to articulate these to a diverse audience. It is essential that you have previous experience working in Workforce Management in a similar role within a contact centre environment. In return you will be joining a blue chip organisation that offers invests in challenging and developing their people, and hold the determination to delight and exceed customer expectations at their core.
Your details will be reviewed by one of our Recruitment Partners and we will contact you again within 5 working days if your application is to be progressed further.
- Workforce Planning
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