Call Centre Real Time Monitor, CR9

Our Client based in Croydon are looking to recruit a Call Centre Real Time Monitor to join their team.

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If you want to get job availability details for your profession and location then click below to submit details.We will Inform you job availability by email.

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Overview:

Responsible for real-time management of resources in the Contact Centres to ensure the Service Level Agreements are achieved and productivity maximised. You will make on the day skill/schedule changes, make recommendations and provide daily commentary on the department’s performance.

Responsibilities:

You will be responsible for the following:

Real-Time Monitoring of shifts across Operations

Objective – working with Resource Planning Team & Operations Managers/Team Managers (TMs) to ensure that sufficient resources are in place for each shift.

Anticipate and or predict any performance shortfalls through the analysis of current Schedules compared with actual call volumes versus future schedule and anticipated call volumes

Adopt a proactive approach and implement strategies for unplanned events such as adverse weather conditions

Manage and plan discretionary activities including coordinator training, holiday requests, team meetings and regular performance conversations

Manage schedule adherence maximising staff productivity at every available opportunity.

Ensure that all relevant information is effectively cascaded or communicated to the team in a

timely manner.

Communicate regularly with Team Managers and identify any potential issues or developments that may impact the achievement of the department or team KPIs

Compile and distribute a daily end of shift report in order make the Operations Management Team aware of any potential issues.

Proactively identify any potential fall in Service Levels and take appropriate steps to resolve.

Collate and provide accurate, timely statistics for the Operations Management Team both on a regular and ad hoc basis

Essential Skills and Qualifications

Good standard of general education.  English Language & Maths GCSE A-C or equivalent

Proven experience within a call centre or similar customer service environment

The ability to recognise and deliver excellent Customer Service

Ability to prioritise own and others workload and multiple tasks

The ability to effectively communicate with employees at all levels both verbally and in writing

Excellent analytical skills

Desirable:

Knowledge of Verint Workforce Management System

Focused on achievement of targets

Able to build relationships with key stakeholders

If you have call centre experience, good analytical and reporting skills, and wish to apply, please send a copy of your CV but email.

Click here to Apply Now

If you want to get job availability details for your profession and location then click below to submit details.We will Inform you job availability by email when it is available.

Click here to Apply for any job you like

If you want to get job availability details for your profession and location then click below to submit details.We will Inform you job availability by email.

Click here to Apply for any job you like