Are you an experienced contact centre Real Time Analyst with experience of using WFM tools, working collaboratively with operational teams to balance on the day performance against service levels and customer contacts across different channels?
If this sounds like you and your experience matches, my client based in Cardiff has an excellent opportunity to join their progressive and growing contact centre that operates across multiple contact channels.
Based in Cardiff city centre, my client offers a hybrid working model of 3 days onsite and 2 from home across a Monday to Friday working pattern
The base salary is between £30’000 - £35’000 (Based on Experience) + Bonus + Corporate Benefits
Key Role Purpose & Responsibilities
* Contribute towards achieving service level targets by balancing actual contacts with forecast and on-the-day activity.
* Ensure adherence to schedules including blending or moving of staff across skillsets (shift slides/swops)
* Use WFM tools to schedule offline time for meetings, coaching and training, whilst minimising impact to planned Service Levels
* Provide regular intra-day performance reports and ‘information packs’ detailing KPI performance.
* Own, manage and coordinate the annual leave booking and allowance process
* Support Operational teams to coordinate, optimise and ensure effective resource allocation to meet forecasted customer demand.
What Have You Done Before? What Do You Need to Demonstrate?
Current or prior experience of working within contact centre Real Time / Scheduling / Resource Planning position is essential.
Key Skills & Experience Will Include
* Prior hands-on knowledge with a Workforce Management tool (and ideally a telephony platform)
* Experience within a Resource Planning team in either a Real Time, Scheduling or Planning capacity
* Experience of supporting “on the day” and “live performance” within a contact centre environment.
* Ability to effectively prioritise workloads and outputs.
* Confident Excel skills to prepare and distribute MI / Performance reports.
* Concise, professional, and effective interpersonal and communication abilities
* Customer and People first focus with the ability to prioritise effectively in a dynamic environment
Please register your interest in the Real Time Planning Analyst position by applying as directed.
Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & WFM, Analytics, and Customer Communication Technologies
Salary description
£30000.00 - £35000.00 per year