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THE COMPANY

A well recognized company within the finance/travel industry. My client is currently looking for a resource planner to join their organization.


THE ROLE

• Support function for call centre managers and team leaders, providing advice on workforce requirements and schedules to meet service levels and business objectives.
• Operational forecasting of call and workload volumes
• Development and maintenance of the Aspect workforce management (WFM) system
• Maintain telephony reporting to meet business requirements
• Ensure call centre staffing models include accurate updated information
• Production of internal MI
• Ad hoc support to EMEA outsourcing management and to the finance & planning team

KNOWLEDGE AND EXPERIENCE

Essential

- Good understanding of call centre metrics, resource planning methodologies and service level dynamics
- Excellent working knowledge of Excel with experience of operational modelling
- Proven numerical and analytical skills
- Attention to detail and accuracy
- Experience of using contact centre workforce management tools
- Experience of telephony and associated reporting systems
- Self motivated, flexible and responsive to business needs and to changes in priorities and deadlines
- Personally committed to quality, delivery and improvement
- A good team player with strong communication skills, both written and verbal
- Able to maintain high work standards under periods of pressure


REMUNERATION AND PACKAGE DETAILS

Alongside a competitive salary this position also provides various benefits.

PROCESS & TIMEFRAMES

To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to; james@callcentreassociates.co.uk

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Published at 25-04-2008
Viewed: 298 times