Description Intraday Officer Permanent Grade 4 - £33,366 - £40,476 Consultation grade - subject to formal evaluation under the Pay Equity Review Working 36.5 hours per week As part of the Contact Centre team, we are looking to recruit an Intraday Officer. The successful applicant will be required to work in a busy team to support to 350 staff members who work for the Contact Centre. This role will require someone who is able to review staffing plans and ensure the efficient allocation of staff to multi-channel queues in line with operational priorities. Liaise with colleagues to identify opportunities for best resource allocation and manage the multi-channel queues to ensure that resource is revised and allocated effectively to achieve agreed service levels. The successful applicant will be required to operate within the one door vision of improving excellent customer service for Birmingham citizens as we as being able to: Review, monitor and communicate ‘real time’ issues and deviations that arise to staffing plans and forecasts and make recommendations to operations on appropriate action to mitigate. Deliver daily communication and briefings with Team Managers. Monitor Advisor adherence to staffing plans. Update workforce management system so that accurate Management Information is produced. Coordinate daily ‘off-the-phone’ activity with Team Managers. Optimise the distribution of Advisor breaks to ensure the maximum productivity of resource. Administer ad-hoc reporting and projects within operational delivery targets. Coordinate daily plans and revisions based on actual resources available and Contact Centre ‘on-the-floor’ requirements in line with operational strategy. Knowledge of contact centre resource planning with a key focus on real time and intraday management principals would be an advantage as well as experience and understanding of Workforce Management technologies and experience of working in a multi-channel Contact Centre Environment Experience in using Telephony ACD systems such as Amazon Connect or similar. Please upload your up-to-date CV via the attachments part of your application, this is required for shortlisting. Unfortunately, we cannot consider any applications without a CV attached Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people. We are dedicated to supporting internal mobility and the development of our people. As such, applications from internal employees and those under S118 will be given priority and reviewed before external applications are considered. We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application. For any informal enquires please contact: Nick Smith (nick.smith@birmingham.gov.uk) We welcome applications from people with caring responsibilities and flexible working options will be considered. Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed. Job Description and Person Specification We strive to advertise all roles for a minimum of two weeks. However, due to high application volumes vacancies may close earlier than the stated deadline. We encourage you to submit your application without delay to ensure consideration.