Data Lead for Performance
4 weeks ago
We’re hiring an experienced Real Time or Intraday specialist to manage a specialist team within a growing Resource Planning function servicing a multi-channel, multi-site contact centre operation.
This is an ideal opportunity to help enhance and further develop Real Time and Service Delivery solutions within a fast paced organisation; Interested applicants must clearly demonstrate experience of high performance within Real Time / Intraday management within a contact centre setting and possess the ability to proactively manage a team of RTA\'s and effectively engage, influence and negotiate across a broad stakeholder population.
The position is offered with hybrid working with onsite work conducted in Cardiff
You’ll need a flexible approach to working hours (Mon – Fri) and be happy to work occasional weekend on a rotation (with time of lieu provided)
8 - 10 fte responsible for the optimisation of available resources to achieve performance targets in an efficient and cost effective manner by responsibly monitoring and providing intraday | real time analysis of the contact centre performance
Manage customer demand and schedule adherence to assist the management team with acceptable adherence goals.
Coordinate and manage same day and/or short term non-phone related tasks and manage the workload
Coordinate and chair meetings and sessions with Operational leaders to review previous, current and future performance
Liaise with Resource Planning team to ensure forecasting and scheduling assumptions are reflective of activities within the contact centre
Experience of Real Time, Intraday, Resource Planning activities within a contact centre operation
- Ability to re-schedule (short term) or optimise schedules released on the day
- Longreach Recruitment are trusted and proven UK & EMEA recruitment search experts within Resource Planning & Workforce Optimisation, Business Intelligence & Data Analytics, and Customer Communication Technologies.
Follow us on Twitter : @longreachers Visit us on : Registered Office:
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