Description
Workforce Management/Planning Analyst - Call Centre
Outsource UK are actively seeking to recruit an Workforce Management/Planning Analyst - Call Centre with experience in Workforce Management. The role also requires experience of Microsoft Excel. You will be working for a high profile Financial Services organisation in Milton Keynes who are looking to offer a 6 month initial contract with. Should you wish to be considered please apply or send CV direct to (see below)
The Job:
Working within a Call Centre environment you will be responsible for RealTime Management.
This includes
- Queue and Adherence monitoring.
- Evaluating daily call centre performance and utilising all RealTime tools to achieve the desired results and manage the expectations of stakeholders and customers.
- This is achieved by managing queue volumes and resource by making reactive and active Agent skill set changes.
- Utilising deflection messages and reporting and tracking faults, issuing RealTime communications regarding potential service impacting system issues
Other Accountabilities include
- Real Time monitoring of contact centres to ensure optimization of resource
- Real Time Queue & Adherence management following Business Strategy
- Real Time Communication & Intra-Day Reporting to Stakeholders within agreed SLA
- Real Time ICM deflection messaging, call routing inc overflows & skill changes
- STP (Genesys & Avaya) Incident Management
- 1st Line fault investigation, Tracking and reporting
- Flexible hours of working with shifts between 7am-11pm on a 6 week shift pattern. Travel to other offices in the UK may also be required.
Essential Skills:
The successful candidates must have
- 1st Line Support
- WFM (ideally)
- Call Centre/Contact Centre experience
- Excel
- Good communication
Outsource UK Ltd is working on behalf of this client as a recruitment consultancy. Outsource UK Ltd is an 'Award Winning' 20 year old IT Firm; during this time we have specialized in contract, interim and permanent IT recruitment and have gained an excellent reputation by providing a customized consultative approach.
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