This job ad has been posted over 40 days ago...
864
Views
5applicants
Real Time Analyst
Recruiter
Cactus Search
Location
in Northamptonshire , South East
Salary: Upto £25k
Reference: 1475
We have an urgent requirement for a Real Time Analyst to join an expanding team within a forward thinking organisation.
Key Responsibilities
•Provide intra-day and real time analysis of contact centre performance including call, admin and workflow queues.
•Work pro-actively with local management to make real time decisions in support of KPI's
•To handle and monitor sickness/absence calls from CSR’s, communicating with Team / Department Managers as appropriate.
•To schedule intra day CSR activity, considering Team Leader and CSR needs against service level assumptions
•To liaise with resource Planning Analysts to ensure forecasting and scheduling assumptions are reflective of skills and activities within the Contact Centre, balancing skill based routing across sites
•To be responsible for providing MI and updates to operational unit management team, identifying issues at a team and individual level. On a Real Time basis
•Demonstrable Knowledge of resource planning and operations methodologies, likely to have been gained in a similar or team leader role.
•Knowledge of Operational Planning Tools such as Total View, TCS,Qmax
•Understanding of telephony systems such as Cisco,Avaya etc.
•Analytical approach to problem solving with a logical organized approach to solution development
•Computer literate with experience of using Microsoft Word and Excel
•Demonstrable understanding of conflicting priorities and within a contact centre environment.
•Flexibility to working arrangements, working contact centre operating hours on a shift basis
Skill and Experience needed:
•Proven background in contact centre operations
•Intra-day planning experience gained within a multi-site virtual contact centre environment – at least 1 year’s experience required
•Detailed knowledge of service level dynamics and impact of staff movement on key performance measures in the contact centre
•Experience of use contact centre workforce management tools
•Strong interpersonal and communication skills
•Proven track record in optimising contact centre intra-day performance
•Analytical approach to problem solving with a logical organised approach to solution development
•Knowledge of ACD administration and telephony routing management, understanding of WFM (IEX)
•Previous experience of working in a contact centre planning environment essential.
•Experience of a predictive dialler preferred but not essential (Genysys Dialler experience preferred) strong Microsoft Excel skills
•Ability to communicate effectively with all levels of the business and strong negotiating skills.
•Excellent analytical skills
Package:
Upto £25k
Key Responsibilities
•Provide intra-day and real time analysis of contact centre performance including call, admin and workflow queues.
•Work pro-actively with local management to make real time decisions in support of KPI's
•To handle and monitor sickness/absence calls from CSR’s, communicating with Team / Department Managers as appropriate.
•To schedule intra day CSR activity, considering Team Leader and CSR needs against service level assumptions
•To liaise with resource Planning Analysts to ensure forecasting and scheduling assumptions are reflective of skills and activities within the Contact Centre, balancing skill based routing across sites
•To be responsible for providing MI and updates to operational unit management team, identifying issues at a team and individual level. On a Real Time basis
•Demonstrable Knowledge of resource planning and operations methodologies, likely to have been gained in a similar or team leader role.
•Knowledge of Operational Planning Tools such as Total View, TCS,Qmax
•Understanding of telephony systems such as Cisco,Avaya etc.
•Analytical approach to problem solving with a logical organized approach to solution development
•Computer literate with experience of using Microsoft Word and Excel
•Demonstrable understanding of conflicting priorities and within a contact centre environment.
•Flexibility to working arrangements, working contact centre operating hours on a shift basis
Skill and Experience needed:
•Proven background in contact centre operations
•Intra-day planning experience gained within a multi-site virtual contact centre environment – at least 1 year’s experience required
•Detailed knowledge of service level dynamics and impact of staff movement on key performance measures in the contact centre
•Experience of use contact centre workforce management tools
•Strong interpersonal and communication skills
•Proven track record in optimising contact centre intra-day performance
•Analytical approach to problem solving with a logical organised approach to solution development
•Knowledge of ACD administration and telephony routing management, understanding of WFM (IEX)
•Previous experience of working in a contact centre planning environment essential.
•Experience of a predictive dialler preferred but not essential (Genysys Dialler experience preferred) strong Microsoft Excel skills
•Ability to communicate effectively with all levels of the business and strong negotiating skills.
•Excellent analytical skills
Package:
Upto £25k
Recruiter:Cactus Search
Website: http://www.cactussearch.co.uk
Fill in the form to apply for this call centre job
Published at 25-09-2008
Viewed: 864 times
Viewed: 864 times
