498
Views
2applicants
Resource Planner
Recruiter
Cactus Search
Location
in West Midlands , Midlands
Salary: Upto £20k + bens
Reference: 1485
Company / Role Overview:
It is essential to have an understanding and proven experience in scheduling/forecasting. You will have a pivotal influence in providing a beneficial service to the contact centre and to develop the methods and processes. This position is ideal for a candidate that wants to work and learn from the best!
Key Skills / Experience required:
•Candidates should possess excellent communications skills, have experience of contact centres and work well under pressure.
•Attention to detail, strong verbal and written skills and a creative style are a must for the role.
•Candidates must have an understanding of Workforce Management scheduling systems.
•A “can do” attitude and be prepared to work flexible hours.
•Proven ability to extract key findings from significant volumes of data, create commercially viable proposals and drive business wide actions.
•Excellent organisational and time management skills with proven ability to cope with workload peaks and strict deadlines.
•Advanced level of computer literacy with expert level of Excel skills and good PowerPoint and Access skills.
•Desirable skills would be at least 2 of : Openwave, Alcatel, Nortel Meridian Symposium, Rockwell Spectrum, Avaya Definity, Aspect, Cisco ICM, Q-Max workforce management, Blue Pumpkin, TCS or Crystal Reports
Key Responsibilities:
•Provide innovative short, medium and long term (5 years) forecasts to identify resource requirements.
•Responsible for reviewing and advising on all intraday, daily, weekly, monthly and annual call FTE requirement forecasts.
•Responsible for the production of all demand forecasting, including budget forecasts
•Develop the methods and processes for collation, storage, analysis and presentation of CRC data.
•Ensuring efficient and timely delivery of reporting using appropriately targeted media and ensuring a continuous improvement review process is laid down regarding content, presentation, frequency and audience for all CRC report production.
•Developing and optimising call flows.
•Track contact centre performance against targets and recommend strategies to improve performance.
•Automation and streamlining of all data presentation.
•Identify new technology opportunities with a business benefit analysis.
•Build a bespoke modelling framework to enable the delivery of strategies going forward.
•Provide monthly forecasts to enable the delivery of accurate working patterns to meet the CRC resource demand.
•Develop and maintain a robust forecasting and planning function
For more information, please contact Cactus Search today
Package:
Upto £20k + bens
It is essential to have an understanding and proven experience in scheduling/forecasting. You will have a pivotal influence in providing a beneficial service to the contact centre and to develop the methods and processes. This position is ideal for a candidate that wants to work and learn from the best!
Key Skills / Experience required:
•Candidates should possess excellent communications skills, have experience of contact centres and work well under pressure.
•Attention to detail, strong verbal and written skills and a creative style are a must for the role.
•Candidates must have an understanding of Workforce Management scheduling systems.
•A “can do” attitude and be prepared to work flexible hours.
•Proven ability to extract key findings from significant volumes of data, create commercially viable proposals and drive business wide actions.
•Excellent organisational and time management skills with proven ability to cope with workload peaks and strict deadlines.
•Advanced level of computer literacy with expert level of Excel skills and good PowerPoint and Access skills.
•Desirable skills would be at least 2 of : Openwave, Alcatel, Nortel Meridian Symposium, Rockwell Spectrum, Avaya Definity, Aspect, Cisco ICM, Q-Max workforce management, Blue Pumpkin, TCS or Crystal Reports
Key Responsibilities:
•Provide innovative short, medium and long term (5 years) forecasts to identify resource requirements.
•Responsible for reviewing and advising on all intraday, daily, weekly, monthly and annual call FTE requirement forecasts.
•Responsible for the production of all demand forecasting, including budget forecasts
•Develop the methods and processes for collation, storage, analysis and presentation of CRC data.
•Ensuring efficient and timely delivery of reporting using appropriately targeted media and ensuring a continuous improvement review process is laid down regarding content, presentation, frequency and audience for all CRC report production.
•Developing and optimising call flows.
•Track contact centre performance against targets and recommend strategies to improve performance.
•Automation and streamlining of all data presentation.
•Identify new technology opportunities with a business benefit analysis.
•Build a bespoke modelling framework to enable the delivery of strategies going forward.
•Provide monthly forecasts to enable the delivery of accurate working patterns to meet the CRC resource demand.
•Develop and maintain a robust forecasting and planning function
For more information, please contact Cactus Search today
Package:
Upto £20k + bens
Recruiter:Cactus Search
Website: http://www.cactussearch.co.uk
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Published at 02-10-2008
Viewed: 498 times
Viewed: 498 times
