Workforce Management Supervisor
2 days ago
We have a fantastic opportunity for a dynamic, enthusiastic, and organised Real Time Analyst and Planner
We're keen to find someone who has experience with workforce systems, especially Verint and/or AWS. Someone with experience of using multiple data sources to collect and analyse data to help us achieve Service Levels. We need someone who is keen to achievesuccess by working in close partnership with the contact centre leadership team to continually maximise performance against Key Performance Indicators.
Juggling available resources, negotiating with Team Leaders and Managers to maximise service level performance and minimise any penalties incurred as a result of failure against KPIs. Striving to achieve the best results possible whilst supporting otherbusiness needs such as coaching and development
The role will initially be an on site role for at least the first 6 months, after that there may be an opportunity for hybrid working. On site cover will be needed between the hours of 08:00 and 18:00 Mon to Friday, although there may also be times whenevening and weekend cover may be needed.
**Key Responsibilities**:
- Collaborate with central planning team to produce accurate call volume and call arrival forecasts in line with client business and marketing activities
oUsing historic trend information, other work volumes, knowledge of SLAs and work priorities to produce an holistic forecast
- Use this data to determine and maintain an accurate view of resource demand requirements.
- Schedule and plan resources in conjunction with forecasted call volumes and call arrival patterns with the objective of achieving Key Performance Indicators on a Daily basis.- Manage annual leave, sickness and other non-productive time/activities
- Monitor and analyse intra-day performance, from individual adherence to resource plan to assigning resources and adjusting schedules to mitigate any negative impact on operational performance
- Manage multiple real-time activities (Productive activities such as Call Taking alongside Essential Diverted activities such as Coaching and Development
- Identify and analyse the root cause of issues causing SLA failures support Leadership team in identifying corrective and preventative actions.
- Assist with creation of metrics and targets to improve handling service (i.e., wait time, call length etc...)
- Generate ideas for process and service improvement planning
- Provide detailed performance metrics to the management teamand client using data from multiple systems and sources Daily, Weekly, Monthly and Adhoc
**About You**:
- Existing knowledge and experience of an inbound call telephony systems
- Previous experience in workforce planning and/or scheduling positions within a contact centre
- Data analytical and previous experience of forecast planning tools
- Strong organisation, planning and time management skills
- Must have good time management with the ability to work with mínimal supervision and under tight timelines
- Strong IT skills especially Microsoft exel; ability to develop moderately complex spreadsheets and formulae as well we troubleshooting existing versions
- Outstanding collaboration skills
- Attention to detail and critical thinking skills
- Flexible with proven ability to adapt to shifting priorities, demands and timelines
- Self-motivated, decisive, with the ability to adapt to change and competing demands
- Flexible team player with a positive attitude
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