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Workforce Management Contractor
Bury St Edmunds

About the Role

A great opportunity for someone who has extensive experience of working in a Resource Planning role to work with the business to develop a new efficient system in their call centre.  They are looking to create a new system which will drive efficiency and enable a great customer experience.

  • Working with the key stakeholders and utilising data provided to provide actual and forecasted analysis
  • Review the current real time management and intraday reporting ensuring effective tracking of live gaps and platform coverage
  • Coordinate all schedules to include training, breaks, absence, shift swops and review all real time gaps, escalating overtime requirement to the management group
  • Ensure the correct process is in place for new starters and they are effective quickly
  • Review current staffing models in relation to the SLA of the contracts to ensure that all agreements are adhered to and met and exceed where possible
  • Act as the primary contact between the client and the tech support teams in relation to all telephony issues
  • Build relationships with senior management across the business using all channels available

Required Skills and Experience:

  • Experience of working in a and Planning Manager role in a high volume multi-channel contact centre
  • Excellent Analytical and numerical insight
  • Advanced skills in the Microsoft packages particularly Excel
  • Excellent knowledge of Contact Centre planning processes and procedures
  • Immediate start would be desirable

constantly on the hunt for the best candidates