Job Type: Full-time, Permanent
Role: Real Time Manager
Salary: £23,000.00 to £25,000.00 /year
Our client is a truly global business with a presence in Europe & South America and home to over 6,800 highly skilled staff.
Having been established for more than 20 years and continuing to grow - there has never been a more exciting time to join them.
They are looking for a Real Time Manager to join their Debt Collection campaign at the main contact centre in Larbert, Falkirk.
What Will You Be Challenged to Deliver as Real Time Manager?
The Real Time Team Leader will be responsible via the effective management of a specialist team for the optimisation of available resources to achieve performance targets in an efficient and cost-effective manner by responsibly monitoring and providing intraday / real time analysis of the contact centre performance
The role is visible and influential and will require a solid and detailed knowledge of Real Time management and key contact centre performance metrics. Demonstrable ability leading and mentoring a growing team is required.
Here's a snapshot of what you'll do
Proactively manage, motivate and mentor a team of specialist RTA's with varying degrees of experience
Manage customer demand and schedule adherence to assist the management team with acceptable adherence goals.
Ensure that customer contact patterns are analysed across all customer contact channels
Coordinate and manage same day and/or short term non-phone related tasks and manage the workload
Coordinate and chair meetings and sessions with Operational leaders to review previous, current and future performance
Analyse trends such as call volume and AHT, and attendance to understand and plan for potential overstaffing/understaffing scenarios.
Liaise with Resource Planning team to ensure forecasting and scheduling assumptions are reflective of activities within the contact centre
Interact, influence and engage with various business functions in order to highlight, rectify or provide proactive resolution to performance issues
What Have You Done Before? What Do you Need to Demonstrate?
Experience of Real Time | Intraday activities within a contact centre operation
Hands-on experience of a WFM solution (eWFM / Verint / IEX / Genesys)
Experience of leading a small team of specialists
Ability to re-schedule (short term) or optimise schedules released on the day
Strong collaboration abilities to interact, influence and present to Operational leaders
Solid understanding of key contact centre metrics
Effective and confident communication style
Energetic and action orientated approach
Apply now if interested!
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