Contact Centre Planner, Croydon

Location

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Croydon, Greater London

Posted

26/07/2019 (17:07) Just Added

Company

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Description

Role
This role offers an excellent opportunity to work in an exciting and growing energy supply company, where you will be integral in helping to ensure our customer experience demands are matched with the right amount of staff at the right time. You will work within our contact centre management team, but you will ultimately be responsible for the creation, delivery, and execution of schedules for the department.

You will have a keen eye for detail and a passion for planning and business analytics, and a keen interest in driving operational efficiencies.

Ideally, you will be an individual who takes pride in making a difference to both our customers and the business. You will be a driven and engaged individual, who is motivated by challenges and is eager to learn and to broaden their knowledge of the energy sector. Reporting into our Contact Centre Manager and working closely with our Front Office Manager, it is essential you will be forward-thinking and have the ability to drive our forecasting and scheduling strategy for 2019 and beyond.

RESPONSIBILITIES

  • Responsible for planning staffing level requirements, forecasting call volumes and creating optimized schedules for the contact centre.
  • Preparing reports to determine call volumes, calling patterns, service trends, and staff productivity.
  • Formulate capacity and scenario planning models to model headcount requirements
  • Tracking holiday schedules, shift change requests, and monitor new‐hire, holiday, and seasonal shift needs.
  • Work with the Group IT teams to develop and maintain contact routing solutions.
  • Work with the Group IT teams and develop and maintain the IVR solution.
  • Deliver reporting service on time and within compliance and quality expectations.
  • Ad-hoc analysis of processes and systems.

SKILLS & EXPERIENCE

  • Experience managing resource planning processes in a contact centre environment.
  • Proven experience in design and development of dashboards/reports.
  • Strong analytical skills
  • Strong data analysis skills and proficiency in using Business Objects, SQL Reporting Services, MS Excel, other MI reporting tools and KPI metrics.
  • Experience in providing excellent customer service
  • Have good commercial awareness
  • Able to communicate effectively with peers and managers within a multi-disciplinary environment
  • Able to apply innovative ideas to problem-solving
  • Experience in the use of workforce planning tools, though full training will be provided.

Benefits 

Competitive Salary // Attractive pension plan from the first day of employment // Private Healthcare Insurance // Complementary hot drinks (coffee machines everywhere!) // Game Area (table tennis and foosball table) // Employee Discount Scheme if you become our Customer (discounted gas and electricity bills)

Type

Permanent

Start Date

September  

Contract Length

Permanent  

Contact Name

Job Reference

Contact Centre

Job ID

210359619

Applications

Less than 10

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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 when it is available.

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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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