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COMPANY Excellent opportunity to join a instantly recognizable blue chip organisation, and become a member of their successful Intra-day Team. The successful candidate will be responsible for managing the Intra-day performance of the contact centres, and co-ordinating movement and off phone activities across a multi site operation. THE ROLE Key responsibilities of the role include: 1) Analysis of real time service level impacts taking of appropriate action to ensure service level targets are met. 2) Maximisation of call centre performance through optimization of scheduled activity. 3) Re-forecasting of call and average handling times in order to understand fte requirements across the day and the week. 4) Co-ordination of resource activity across 4 sites. 5) Translation of real time data in order to understand operational impact. 6) Reporting of intra-day statistics to key stakeholders within the business. 7) Negotiating and challenging adherence to schedules. 8) Communication of all performance impacts and achievements to operational management. 9) Management of contact routing. 10) Ensuring all scheduling deadlines are met. KNOWLEDGE AND EXPERIENCE
• Detailed knowledge of service level dynamics and impact of staff movement on key performance measures in the contact centre.
• Good knowledge of products and internal principles.
• Previous experience of using workforce management tools.
• Strong interpersonal and communication skills.
• Proven analytical ability.
• Knowledge of ACD administration and telephony routing management REMUNERATION AND PACKAGE DETAILS Alongside a very competitive salary, this offers an excellent bonus structure, shift allowance and a range of highly competitive benefits package. PROCESS AND TIMEFRAMES To register your interest, please forward an up to date CV to myles@callcentreassociates.co.uk.

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Published at 08-02-2008
Viewed: 897 times