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Details: This large well known brand has a fabulous opportunity for talented and ambitious Intra-day / Real-time Resource Planning specialists to join their large team in the West Midlands Our client is looking for candidates with call centre experience in a similar role (Intraday Analyst / Queue Manager or Real-time co-ordinator / Analyst) Any experience of workforce management tools: Totalview, Symposium etc.. would be preferable and good Office skills are essential especially Excel skills Job Purpose
• To manage the intra-day performance of the contact centres, co-ordinating resource movement and off phone activities across the contact centres
• Monitoring and managing budgetary targets such as, contact forecasts, shrinkages and AHT’s. Understanding real time service impacts making recommendations and taking corrective action to maintain performance and customer service levels maximising performance through intraday analysis
• Managing the contact centres real time telephony routing and contact delivery.
• The role holder will manage the intra-day view of performance across the contact centres and is a key role the operational planning teams Experience / Skills Required: Detailed understanding of contact centre planning fundamentalsAnalytical problem solving Detailed knowledge of service level dynamics and impact of staff movement on key performance measures in the contact centre Experience of use contact centre workforce management tools Proven track record in optimising contact centre intra-day performance Analytical approach to problem solving with a logical organised approach to solution development Package Details: * Basic Salary will be dependant on skills and experience * Two six monthly bonuses are payable based on performance but are non-guaranteed * Shift allowance is payable at the following rates: Mon-Sat 07:00-08:00 / Mon-Sat 20:00-23:00 is 15% Sunday 07:00-10:00 is 50% and 16:00-23:00 is 50% * Opening hours are between 07:00-23:00 therefore shift will be between these times Package: To 23k + bonus + shift allowance + Excellent Benefits For more information please contact Cactus Search today