Real Time Planning Analyst (12 Month FTC)
Are you an experienced contact centre Real Time Analyst with experience of using WFM tools, working collaboratively with operational teams to balance on the day performance against service levels and customer contacts across different channels?
If this sounds like you and your experience matches, my client based in Cardiff has an excellent opportunity to join their progressive and growing contact centre that operates across multiple contact channels.
Based in Cardiff city centre, my client offers a hybrid working model of 3 days onsite and 2 from home across a Monday to Friday working pattern
The base salary is between £30000 - £35000 (Based on Experience) + Bonus + Corporate Benefits
Key Role Purpose & Responsibilities
1. Contribute towards achieving service level targets by balancing actual contacts with forecast and on-the-day activity.
2. Ensure adherence to schedules including blending or moving of staff across skillsets (shift slides/swops)
3. Use WFM tools to schedule offline time for meetings, coaching and training, whilst minimising impact to planned Service Levels
4. Provide regular intra-day performance reports and information packs detailing KPI performance.
5. Own, manage and coordinate the annual leave booking and allowance process
6. Support Operational teams to coordinate, ...