The position will be responsible for ensuring optimal performance and service level attainment within a multi-channel contact centre. You'll manage real-time performance and work closely and collaboratively with operations to identify improvement initiatives; you'll also ensure there are effective schedules and forecasts focusing on aligning resource to predicted demand.
Comfortable working with a variety of data sets, you'll keep stakeholders appraised on performance, ensure forward planning and effective schedules are created and optimized, and aid in the further development of the WFM tool.
The position is based in Swindon with a base salary of £30,000 plus benefits.
Monday to Friday (no weekends!), the team works 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 maximize contact centre efficiencies.
* Track all planning-related metrics and record details to explain any reasons for increase/reduction in demand.
* Utilize wallboards and WFM solutions 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 utilization, service level achievement, and staff wellbeing.
* Move 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?
You'll 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, you'll be an energetic, detail-oriented 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 organized 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.
Please register your interest in the Resource Planning & Real Time Analyst position by applying as directed.
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