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Head of Contact Centre Planning
Recruiter
Prestige Executive
Location
in London , London
Salary: To £55,000
Reference: ST1068
One of the largest, most innovative and fastest growing retailers in the UK is seeking a positive, professional and results driven person to join them as Head of Resource Planning.
This challenging and rewarding role requires a dynamic and practical involvement in change management programmes and the successful candidate will possess a broad range of management skills in addition to specific technical knowledge along with the ability to manage a complex distributed operational environment in a professional, competent and relaxed manner.
The purpose of this role will be to effectively manage requirements for resource from managed service provider, ensuring accuracy, timeliness as per agreed commercials and managing the change to those requirements as required.
Additional responsibilities include providing MIS function to support the CC Operations and ensure that all data gathered is in line with the managed service provider agreed collation method, improving performance by increasing efficiency and reducing/managing cost, coordinating/maintaining/improving budgets, liaising with the 3rd party to improve staff scheduling plan as per unit movement and improving staff adherence, show commitment and be involved in any projects impacting the contact centre, supporting senior management in other areas as requested and routinely audit contact centre performance to ensure appropriate performance and standards including recommending and actioning improvements.
Essential skills include:
• Expert with Workforce Management Systems and MS Excel.
• Excellent communications skills with a focus on the ability to liaise with senior staff across the business.
• Solid knowledge of call centre nuances including call patterns, AHT, adherence etc
• Excellent skills in resource forecasting processes and modelling.
This is a place where people love to work and their growing team of fun, talented and committed people ensure that the success continues due to commitment to quality, high levels of customer service, product variety, value for money and convenience of purchase.
Prestige Executive are a specialist recruitment consultancy dedicated to providing recruitment solutions for senior professionals within the contact centre environment from Directors to Team Leaders.
This challenging and rewarding role requires a dynamic and practical involvement in change management programmes and the successful candidate will possess a broad range of management skills in addition to specific technical knowledge along with the ability to manage a complex distributed operational environment in a professional, competent and relaxed manner.
The purpose of this role will be to effectively manage requirements for resource from managed service provider, ensuring accuracy, timeliness as per agreed commercials and managing the change to those requirements as required.
Additional responsibilities include providing MIS function to support the CC Operations and ensure that all data gathered is in line with the managed service provider agreed collation method, improving performance by increasing efficiency and reducing/managing cost, coordinating/maintaining/improving budgets, liaising with the 3rd party to improve staff scheduling plan as per unit movement and improving staff adherence, show commitment and be involved in any projects impacting the contact centre, supporting senior management in other areas as requested and routinely audit contact centre performance to ensure appropriate performance and standards including recommending and actioning improvements.
Essential skills include:
• Expert with Workforce Management Systems and MS Excel.
• Excellent communications skills with a focus on the ability to liaise with senior staff across the business.
• Solid knowledge of call centre nuances including call patterns, AHT, adherence etc
• Excellent skills in resource forecasting processes and modelling.
This is a place where people love to work and their growing team of fun, talented and committed people ensure that the success continues due to commitment to quality, high levels of customer service, product variety, value for money and convenience of purchase.
Prestige Executive are a specialist recruitment consultancy dedicated to providing recruitment solutions for senior professionals within the contact centre environment from Directors to Team Leaders.
Recruiter:Prestige Executive
Website: http://www.prestigeltd.co.uk
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Published at 09-05-2008
Viewed: 695 times
Viewed: 695 times
