Real Time Team Manager[749]

35000 - 38000
Posted 2 weeks ago

Job Description

We are recruiting  a Contact Centre Real Time Team Manager for an established contact centre operation

The Real Time Manager will lead a team of Analyst to provide exceptional real-time delivery supporting operations to ensure achievement of service level goals, optimal staff utilisation and further developing best practice processes and systems (WFM / Telephony) capability
The base salary available is between £35’000 ~ £38’000 + Bonus + Benefits.
This position is remote (UK home-based) with infrequent travel to operational sites in the South East

Key Role Purpose & Responsibilities
  • Leadership and development of a team of Real Time Analysts
  • Work closely with Resource Planning teams to ensure staff allocation and call routing meets demand
  • Review and assess all real time and off-line activities to ensure service level protection
  • Provide feedback to Resource Planning teams relating to any variances to forecasted activities
  • Provide continuous improvement reviews to drive real time best practice methodologies
What Have You Done Before? What Do You Need to Demonstrate?

You’ll have considerable experience in Real Time performance management gained within a contact centre setting.  Action and results orientated you’ll be a problem solver who is passionate about, and able to effectively lead, develop and motivate teams.  Commercially aware, you’ll have effective influencing and negotiating skills with the ability to resolve performance issues and challenges
Key Skills & Experience Will Include
  • Management & leadership ability with experience of providing team members development plans
  • Solid contact centre Real Time experience with a thorough understanding of resource planning processes
  • Skilled with the use and improvement of WFM and Telephony tools for real time management
  • Concise, professional and effective interpersonal and communication abilities
  • Strong numerical skills – able to work with large datasets and convey data stories to non-technical audiences
  • A focussed, organised & proactive approach with the ability to make effective decisions and prioritise workload requirements

Please register your interest in the Real Time Team Manager position by applying as directed

Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & Workforce Optimisation, Analytics, and Customer Communication Technologies.

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