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Details: If working for a company who were awarded Best Centre for Customer Service in Europe 2007 is of interest then this could be the position for you. We are currently seeking a Workforce Optimisation Manager for a minimum of 9 months Maternity cover based in Berkshire. About This Vacancy: The Workforce Optimisation Manager (WFO Manager) is an integral part of the Business Improvement Team whose role it is to support the operation and to continously improve our systems and processes in order to enable every advisor to provide a "e;-Fun, Reliable, Knowledgeable and Engaging"e;- consumer contact experience every time. The particular purpose of this role is to optimise workforce management by effectively balancing resource utilisation and high levels of consumer experience. The holder of this role creates annual and monthly forecasts as well as daily and hourly schedules to manage the different contact channels. The WFO Manager is also the main system administrator and superuser for the Witness and Avaya technology suite and responsible for updating and improving settings and configurations as the business develops. Key Skills / Experienced Required:
• Contact centre background in a similar role
• Experience with multi-channel forecasting and scheduling
• Experience with Workforce Management tools and thorough understanding of contact centre telephony technology - ideally experience with Witness and Avaya systems
• Experience with general contact centre technology (including CRM) and a high aptitude for learning new systems
• Strong reporting skills
• Ability to analyse complex scenarios within Excel and ideally Access Pay, Hours and Benefits: 37.5 per week (during which various shifts operate) This exciting opportunity offers a competitive salary of £22-25K p.a. pro rata, depending on experience and an attractive benefits package. This is a 9 month+ maternity cover minimum, although this could be extended. Package: to 25k + bens

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Published at 13-03-2008
Viewed: 537 times