Contact Centre Resource Analyst (12 month FTC)
View: 105
Update day: 01-06-2024
Location: Southampton South East
Category: Restaurant / Hotel / Tourism
Industry: Culture Entertainment
Job content
Job Description
The Role
In this fast paced role you’ll always be busy, monitoring the performance and efficiency of our 200 seat contact centre throughout the day and making decisions which help us deliver our service level and key objective - talking to as many guests as possible!
You’ll be responsible for ensuring that we are working closely to our daily staffing plan and are able to react quickly should the unexpected happen. You’ll build great relationships with our Team Leaders and support them in identifying where a little more support might be needed for our front line agents as well as amending schedules and supporting with the planning of ’off phone’ activity.
In addition you will be responsible for ensuring that WFM and other work allocation systems are accurately maintained and effectively utilised for shift and activity planning and review. Enabling the effective communication of the resource plan to managers and team Leaders in supported areas and reviewing the execution of the plan to highlight issues and work in partnership with supported areas to identify remedial actions. You will also manage the mailbox for requests for schedule adjustments.
About You
You’ll be an outcome and detail focussed analyst with excellent communication skills, able to make and articulate decisions quickly and effectively. You’ll be able to juggle multiple priorities at once and love spotting and solving problems. Previous experience within a Contact Centre - covering multiple media (call, email, case management etc.) is essential.
Ideally you will have a good understanding of WFM tools, preferably Verint Impact360 / Avaya WFO.
Please see job description attached for full details.
About Us
This position has been levelled at CUK 11.
About Us
About the Team
Deadline: 16-07-2024
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