The successful candidate will therefore be able to review, interpret and challenge any available data to ensure appropriate strategies are adopted and resource allocation is maximised. Where appropriate will also make recommendations to the leadership team through the creation of reports and MI.
Also define, develop and implement innovative forecasting and capacity models within Customer Service operations and budgeted headcount. Shape strategy for development in changes in customer demand and expectations over the next 2 years and lead the decision-making process in terms of operational resource and allocation of staffing.
The successful candidate will demonstrate a strong understanding of contact centre performance, excellent people skills and work to educate our people and analyse/develop ways to improve performance across all metrics.
Manage best practise capacity and resource model that factors in our CS Operating plan
Analyse capacity model to make recommendations regarding future recruitment volumes
Create and run forecasting scenario’s (both proactively and reactively) to accurately forecast the impact of internal and external factors on call volume patterns and distributions
Monitoring of real time activity and intra-day performance to recalculate call volume forecasts and redistribute staff accordingly to achieve service level goals
Determine daily holiday/personal time, training and meeting capacity based on volume forecasts
Performance analysis of all business plans to meet customer demands
Prepare performance models and plan capacity effectively
Identify and drive improvement initiatives that optimize capacity
Work with all internal stakeholders to ensure that current and accurate data is used in planning purposes to meet operational requirements
To accurately prepare forecasts and budgets for call and non-call workloads and resource, monitoring business change and developing models to improve accuracy
To produce effective work schedules to match business requirements, optimising performance of our customer service team
To be aware of and record business, resource and seasonal changes making appropriate resource plans for expected changes in workloads
To deliver effective and accurate reports detailing key performance indicators and commentary relating to the workforce
Track variances between forecast and determine the accuracy of forecasting and suggest changes to model
Report on performance of teams and individuals
Knowledge & Experience
Strong call centre background and understanding
Requires excellent analytical skills with proven ability to provide data analysis
Strong communication skills, both written and verbal are required
Excellent organizational skills and strict attention to detail are required
Proven ability to independently prioritize tasks and requests from a variety of sources is required
Familiarity with scheduling process and practice is required
Proficient in the software/ technology use – proven ability within Teleopti
Excellent computer skills with strong working knowledge of all Microsoft Office applications (Word, Excel, Outlook)
Ability to work independently and handle multiple tasks and deadlines
Ability to effectively interact with employees at all levels of the organization
Must have demonstrated ability to solve complex problems
Ability to draw educated conclusions and make sound business decisions, based on facts and historical data patterns
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