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applicant

Deliver effective planning, forecasting and deployment of the Business Units’ resource at optimum cost. Manage performance levels in real time, ensuring adherence to agreed Service Levels. Deliver the agreed customer contact experience whether inbound or outbound in real time for the Business Unit, ensuring Customer Satisfaction and agreed operational targets are achieved.

The proactive operational management of all activities contained within the Resource Management function including:

• Forecasting and scheduling, including Investment and Training planning
• Blending of Inbound/Outbound/Offline and e-Contacts as appropriate
• Real Time Management of Call Distribution, Resource and Contingency

Role requirements

• Large scale Contact Centre management experience

• Previous experience in running complex operations

• Operationally experienced and will command respect from CCMs

• Communicator

• Numerate

• Good understanding of CC technology and its operational impact

• An in-depth knowledge and experience of Contact routing

• Detailed knowledge and experience of Voice, IVR & Automation platforms

• Experience of systems development/implementation