Inspire Resourcing are thrilled to be recruiting for a global company within their office in Belper.
Duties include:
* Develop a structured forecast and strategy to support business objectives, KPI’s, SLA’s and strategies for a successful delivery of workload against resource capabilities.
* Effectively communicate actions and guidelines to be followed by Team Managers and agents. Facilitate real-time communication with Planning and WFM Lead and across departments to coordinate responses to emerging issues, ensuring a unified approach to problem resolution.
* Implement and enforce adherence to schedules, breaks, and other performance metrics to maximise productivity and meet service level agreements. Prepare and deliver regular real-time performance reports to senior management, highlighting key performance indicators and areas for improvement.
* Oversee the real-time monitoring of operational performance, including call queues, agent adherence, and service levels, to ensure optimal customer experiences.
* Make real-time decisions on staffing levels, skill assignments, and adjustments to meet changing demand, maintaining an optimal balance between service quality and operational efficiency. Ownership of results and KPIs related to the performance of the area in Vonage/Monet: service levels, occupancy, utilisation, AHT, etc.
* Deliver root cause analysis to identify misses in Service Levels through deep dives of data whilst driving continuous improvement reviews and activities to deliver cost savings and efficiencies, improving employee and customer experience.
What we’re looking for:
* Proven experience in real-time management within a contact centre or customer service environment.
* Proficiency in real-time monitoring software and workforce management tools.
* Strong analytical and problem-solving skills, with the ability to make quick, data-driven decisions.
* Exceptional communication skills, both written and verbal, and the ability to convey real-time information effectively.
* A bachelor’s degree in business, Operations Management, or a related field with relevant certifications is advantageous for applicants.
* GCSE grade C or equivalent in maths and English are a required for this role, a Level 5 Customer Service qualification is beneficial.
Full Time
Permanent
Salary £30k plus bonus