An exciting key role in a newly created small Work Force planning department – you will be responsible for effectively resourcing a multi channel contact centre to meet the service levels agreed with the consumer base – in effect getting the right people in the right place to meet the demand and exceed customer expectation. You will be responsible for developing short and medium term forecasts to ensure that the service is best in class. You will balance Inbound and offline work priorities to ensure service parity within business segments. Having an understanding of competing drivers and subsequent impact, to ensure work allocation is managed tactically in response to demand drivers is key.
You will report to the leadership team on key performance areas. You will be working with a really diverse range of stakeholders and internal customers so the ability to communicate effectively is essential. You will be interrogating the CRM to provide pertinent insight to aid decision making and allow better understanding of the resource requirements of specific campaigns and activities. You must have worked in a multi-channel contact centre previously and demonstrate a track record in an operationally focused resource planning role, and essentially have experience of working with a workforce optimisation system, ideally Avaya CMS Supervisor. Naturally you will have an affinity with using systems, be expert in excel and work well with large numerical data sets.
In return you will be joining a growing organisation that is listed in the Sunday Times Top 100 companies in the UK – they are know for investing in their people and generous remuneration. You will be joining the organisation at an exciting time – the focus is on exceeding customer expectation and this role will be key in supporting them in this agenda.
Your details will be reviewed by one of our Recruitment Partners and we will contact you again within 5 working days if your application is to be progressed further.