Contact Centre Scheduling Specialist
2 days ago
About the Role:
The position provides a salary of £28,000 + Bonus + Market Leading Benefits Package incorporating very generous Pension contributions, Life Insurance x 10 salary & broad flexible benefits. The role offers hybrid working with 2 days per week onsite and 3 days from home, operating Monday to Friday with a 35-hour working week.
Key Responsibilities:
- Manage and monitor 'on day' performance and adherence to schedules.
- Provide performance reports to highlight areas of improvement or success against SLA.
- Create short term schedules and manage their release, optimisation and adherence to plan.
- Work closely with Operations to ensure they are supported from a Resource Planning & Real Time perspective.
- Manage, schedule and own off-line activities such as team huddles, training, and workshop sessions.
Requirements:
- Current or recent experience of working within a contact centre Resource Planning or Real Time function.
- Strong teamwork with a flexible and adaptable approach, able to work effectively with both new and existing systems/procedures as required.
- Competent knowledge of using Excel to produce performance reports.
- Excellent interpersonal and relationship management skills with a proactive 'people first' approach.
- Experience utilising WFM tools within a contact centre Resource Planning / Real Time environment.
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