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2applicants
RP and Performance Analyst
Recruiter
Cactus Search
Location
in South West , South West
Salary: Upto £27k + bens
Reference: 1492
Company / Role Overview:
If you want to work for a business that values its employees and offers exceptional benefits - look no further. A career with our client can offer you a constant stream of fresh challenges, so you'll always be stretching yourself and learning new skills
Key Responsibilities:
•To ensure optimum use of resources and performance across sites, through the planning and preparation of forecasts and operational resource plans.
•To monitor and analyse performance against plan, develop insights and provide regular performance reports that highlight performance improvement opportunities
•Effective conversion of business volumes and assumptions into accurate multi site forecasts, operational resource plans and schedules, consistent with long term forecasts and budgets
•Daily /weekly /monthly analysis of service level and operational performance.
•Identifying any variation from plan, providing insights into the causes of variation of actual activity to plan.
•Planning and coordination of ‘off phone’ activity and negotiate operational expectations.
•Prepare daily/weekly/monthly planning and performance reports
•Provide regular feedback to operational management across sites on business performance gaps/variation and wider improvement opportunities.
•Define and manage SLA’s with key stakeholders and customers that accurately reflect current capabilities.
•Provide support to the intra-day and real time monitoring of contact centre performance.
•Continuous improvement of processes and procedures to ensure optimum effectiveness.
Key Skills / Experience required:
•Demonstrable knowledge of resource management principles, processes and operations methodologies.
•Experience in resource planning, scheduling and performance analysis in a virtual, multi site context
•Experience in the use of workforce management tools desirable (e.g. Aspect, Q-Max, Contact Central).
•Demonstrable application of investigative, statistical and analytical interpretation skills, to a high level of accuracy.
•Competent user of Microsoft applications such as Word, Excel and Access
•Flexibility to working arrangements, working contact centre operating hours on a shift basis
•Ability to learn new skills and continuous improvement methodologies.
•Assertive, positive ‘can do’ approach
•Excellent communication, Influencing and negotiating skills – phone, face to face and written
For more information, please contact Cactus Search today
Package:
Upto £27k + bens
If you want to work for a business that values its employees and offers exceptional benefits - look no further. A career with our client can offer you a constant stream of fresh challenges, so you'll always be stretching yourself and learning new skills
Key Responsibilities:
•To ensure optimum use of resources and performance across sites, through the planning and preparation of forecasts and operational resource plans.
•To monitor and analyse performance against plan, develop insights and provide regular performance reports that highlight performance improvement opportunities
•Effective conversion of business volumes and assumptions into accurate multi site forecasts, operational resource plans and schedules, consistent with long term forecasts and budgets
•Daily /weekly /monthly analysis of service level and operational performance.
•Identifying any variation from plan, providing insights into the causes of variation of actual activity to plan.
•Planning and coordination of ‘off phone’ activity and negotiate operational expectations.
•Prepare daily/weekly/monthly planning and performance reports
•Provide regular feedback to operational management across sites on business performance gaps/variation and wider improvement opportunities.
•Define and manage SLA’s with key stakeholders and customers that accurately reflect current capabilities.
•Provide support to the intra-day and real time monitoring of contact centre performance.
•Continuous improvement of processes and procedures to ensure optimum effectiveness.
Key Skills / Experience required:
•Demonstrable knowledge of resource management principles, processes and operations methodologies.
•Experience in resource planning, scheduling and performance analysis in a virtual, multi site context
•Experience in the use of workforce management tools desirable (e.g. Aspect, Q-Max, Contact Central).
•Demonstrable application of investigative, statistical and analytical interpretation skills, to a high level of accuracy.
•Competent user of Microsoft applications such as Word, Excel and Access
•Flexibility to working arrangements, working contact centre operating hours on a shift basis
•Ability to learn new skills and continuous improvement methodologies.
•Assertive, positive ‘can do’ approach
•Excellent communication, Influencing and negotiating skills – phone, face to face and written
For more information, please contact Cactus Search today
Package:
Upto £27k + bens
Recruiter:Cactus Search
Website: http://www.cactussearch.co.uk
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Published at 06-10-2008
Viewed: 504 times
Viewed: 504 times
