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THE COMPANY

Excellent opportunity to join this leading company. Our client is a well known company with ambitious plans for growth; as a result of this they have an immediate need to hire a professional all round call centre analyst.

Although this is, initially, a 12 month contract. It does carry the potential to become a permanent vacancy, bringing with it a great chance of progression and personal development.

To be considered for this position candidates will ideally come from, or have experience of working within a start up operation.

THE ROLE

1. To develop and maintain a telephony system to support their operational requirements. 2. to provide IVR, call routing and forecasting strategies.
3. Develop a workflow management process and strategy
4. To forecast and schedule for the contact centre
5. Develop the call centre SLA/KPI’s.
6. Develop, produce, analise and present the call centre Management Information.
7. Implement and improve the efficiency of the call centre.

KNOWLEDGE AND EXPERIENCE

Essential

• Extensive knowledge of call centre operations & technology
• Strong Analytical and problem solving skills
• Excellent Excel skills
• Administration of telephony systems
• A strategic and creative approach to the utilization of systems & technology
• Excellent communications and interpersonal skills

Alongside a competitive salary this position also provides a lucrative benefits package.

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