Resource and Real Time Advisor

24 hours ago

Manchester, United Kingdom Great Places Housing Group Full time

**Resource & Real Time Advisor (Customer Contact)**

Why are you here?

You will make sure that the Customer Hub has the right resources at the right time to make sure that we can deliver our services to customers in line with our customers’ expectations across all our contact streams. This will involve not only forecasting what we might need in the future, but also on a real time basis making sure we are using the resources available to us in the most appropriate way. You will be interpreting data from a range of sources and using this data to highlight trends in customer demands, performance and productivity, you will then make recommendations to respond to these. You will report directly to the Customer Contact Team Manager responsible for Digital and Performance.

What you’ll be doing
- You will be responsible for the Customer Hub rota to make sure that resources are managed in a flexible, fluid and proactive manner. You will make sure the rotas communicated are visible for all the team and is kept up to date.
- You will make sure that we have the right resources available at the right time so that we can respond in a timely manner to customer and colleague enquires across all the different contact streams, this will include managing this in real time
- You will be utilising the Customer Hub contact centre software to help manage the resources in real time, making sure that its functionality is utilised in the best way.
- You will oversee the approval of holidays, training and absences with the Customer Contact Team Managers to make sure there’s no impact on our performance.
- You will provide regular reports that reflects our performance against our service levels. These reports will show our performance at team and individual officer level. They will show trends, areas of improvements and recommended solutions
- You will identify performance risks in advance and make recommendations to mitigate them
- You will lead on the Customer Hub business continuity plans
- You will be expected to work flexibly between the hours of 8am and 6pm and work in conjunction with Customer Contact Team Managers to make sure that appropriate support and resources are available between this time
- You will work part of the week in the office and part of the week from home after an initial induction period

What you’ll need
- Experience of working in a planning or real time resource management role, preferably in a contact centre environment
- Understanding of data and business intelligence to make informed and balanced recommendations
- Experience in preparing reports based around data analysis and trends
- Experience of using a negotiation/coaching style approach with colleagues to make sure that performance is maximised and colleagues respond positively to requests
- The confidence to make decisions supported by your knowledge and experience
- Build effective relationships with colleagues and other stakeholders so you can find the information needed to resolve problems
- Experience of using Microsoft office or similar
- Able to complete tasks in an accurate and timely manner when working under pressure
- Good written and verbal communication
- Organisation skills and the ability to time-manage your work load

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