£29,000 - £36,000 Per Annum
Full Time
Permanent
Derbyshire, Derbyshire
Customer Service And Call Centre
Posted 17 hours ago
Expires In 28 Days
Job Description
Key Responsibilities:
- Prepare customer demand forecasts accurately and efficiently to ensure customers are provided with excellent customer service.
- Ensure physical location of agents are available as required alongside operational targets.
- Assessment modelling to understand & plan the impacts of contact centre changes and how these flow into the capacity/ tactical plans.
- Collaborate with colleagues to ensure budget demand and supply plans align with customer and client expectations
- Collaborate with operational stakeholders to agree actions to close variances promptly, reducing Customer and/or financial impact.
- Ensure future activity is planned in advance, using the agreed strategic approach, balancing Customer and People demands.
- Ensure plans are available and communicated to call-taking colleagues in a timely manner.
- Identify and check the integrity of appropriate data sources, interrogating the data to spot trends and exceptions, and then use these findings to identify the source of any exception or change.
- Present complex technical plans in an easy to understand manner to all levels of stakeholders
Skills and experience required:
- Thorough knowledge of the planning models
- Knowledge of contact centre planning
- WFM Systems - IEX or similar
- Knowledge of shrinkage models
- Experience with SQL & Power BI (Ideal NOT must have)
- Ability to work to deadlines
- Effective and confident communicator at all levels
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