Up to £24k DEO + Benefits
A fantastic opportunity to join the established Real Time team based in Doxford International Business Park has become available, working for a leading financial services provider with a global footprint and genuine opportunities to progress.
You will hold a crucial role in analysing, monitoring and reacting to real-time staffing levels and call volumes to assist in the scheduling of all non-core activity to ensure maximisation of resource utilisation across operations. You will facilitate the intraday management process to achieve business service level objectives while maximizing efficiency and occupancy.
You will be responsible for ensuring the business have a clear and transparent view of operational performance and adherence of monitoring on inbound and outbound teams through Intra-day management.
Pro-actively, you will establishing positive relationships with stakeholders, working with the department managers, team leaders and real time analysts. You will also work with finance and planning to deliver accurate and robust volume forecasting, resource plans (including scheduling models) for delivery to the floor and monthly/quarterly/annual budget reviews.
A key part of the role is also to ensure that the department own and control people processes (holiday, absence, attrition, flexible working etc.) to ensure internal policies are followed.
The Ideal Candidate
You will need to have detailed knowledge of contact centre technologies including ACD systems, and a good understanding of contact centre resourcing, controlling and reporting methodologies. Within the role you will be dealing the analysis and interpretation of inbound and outbound lead/lag indicators in a people focused operation.
This is a fantastic opening to join an established team who systematically deliver accurate and timely information in a challenging environment of continuous process improvement.
Benefits include training, progression, pension, 25 days holidays increasing with service, free parking, discounted canteen, vending machines, potential for bonus.
Successful applications will be subject to passing a credit check and Disclosure Scotland.
Interested? Click to apply!