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Job Description
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 contact across different channels?
If this sounds like you and your experience matches, my client based in Cardiff has an excellent opportunity to join a newly created customer service team that requires Real Time expertise.
Based in Cardiff city centre, my client requires onsite working (Mon – Fri) for the opening 12 weeks to establish processes, workflows and gain a solid understanding of the business, the stakeholders, and contact centre systems (WFM & Telephony) before reverting to a flexible hybrid model of working.
The base salary is between £28’000 - £30’000 + 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.
Current or prior experience of working within contact centre Real Time position is essential.
Key Skills & Experience Will Include
- Prior hands-on knowledge with a Workforce Management tool
- Experience of supporting on the day performance measures within a contact centre environment.
- Ability to effectively prioritise workloads and outputs.
- Confident Excel skills to prepare MI / Performance reports.
- Concise, professional, and effective interpersonal and communication abilities
*Please only apply if you\'re able and committed to spend the opening 12 weeks working onsite Monday to Friday before reverting to a hybrid model*
Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & WFM, Analytics, and Customer Communication Technologies.
Follow us on Twitter: @longreachers Visit us on: www.longreachrecruitment.co.uk.
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