Real Time Manager - Call Centre
Job Title: Real Time Manager
Temporary - 6months with possibility for longer term employment
Location: Working from home
Hours: 37.5 hours, Monday - Sunday shifts between 7am-11pm
Salary: £25.000 per annum
To provide subject matter expertise in the management of a Real Time Team. The role holder will directly support the Resource Planning Team, Account Manager and other members of the Operational Management Team to identify and drive change, develop processes and improvements across the team.
Day to day duties will include:
Ownership & delivery of accurate Resource Plans and understanding of Real Time metrics
Lead the team in operational engagement
Process ownership & change management
Ensure that a robust real Time framework is developed and maintained in line with known industry best practices, whilst remaining fluid to change and aligned to the ambitions of the company.
Support the development and sustainment of real time processes to reflect ongoing changes/ambitions in services channel structures.
Sustain knowledge and build experience of operating within a Contact Centre Real Time service that is focused on delivery of business costs and service outputs, whilst supporting the operational needs of the people.
Identify and feedback process variances within the plan
Support and add value to the wider Resource Planning Cycle, representing Real Time opportunities, processes and opinions to ensure that an aligned and best practice cycle of service is achieved (Forecasting, scheduling, real time and MI)
Track and identify process variances within the plan (i.e. AHT, Demand, Shrinkage etc), providing line manager with insight and analysis to be fed back to both colleagues and customers.
As a person you will need the following qualities and experience:
Skills
Evidenced experience of working as an effective and respected leader or member of a Resource Planning Team with strong focus on customer service.
At least 2 years of evidenced experience, working within Real Time.
Principle awareness of Resource Planning theories (Erlang / Poisson) methodologies and practices alongside day to day metrics affecting performance
Experience in analytical problem solving, data trend analysis, data sourcing and data translation. Advanced PC and MS Office skills are also vital.
Experience of working in a digital environment (social media, web chat, email) alongside inbound/outbound calls.
Capabilities
Previous experience of using Nice WFM system or equivalent
Good personal attributes including Integrity, Commitment, personal Drive & Professional Maturity are essential and will compliment a positive career history.
An exceptional ability and proven experience of working with data in order to make recommendations for improvements.
Ability to reference "planning industry" best practices and developments.
A proactive outlook to the receipt and provision of "Feedback", utilising all opportunities to enhance the service outputs.
Strong People Skills and personal behaviours
Knowledge and understanding of Contact Centre metrics and KPI's
Knowledge of the Resource Planning Cycle and the key functions that sit within it.
Right first time' attitude - focusing on the quality of outputs
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