This role is offered on a hybrid basis, which involves a combination of working from our offices, and also working remotely.
Here at RS, we have an opportunity for someone to join the customer interactions team within our award-winning organisation as a Real-Time Manager.
Managing a team of 2 Senior Interaction Advisors, this individual will be responsible for real-time management of customer operations resources ensuring outstanding customer experience service levels are achieved.
Further, they will also be responsible for responding to accurately forecasted volumes of demand at the desired service level and mitigating any impact on the business or our customers where our service offer is at risk.
Responsibilities
* Ensure that appropriate staffing is allocated and the availability of multichannel Customer Service.
* Monitor sites to ensure optimal staffing levels and liaise with UK Planning Team to deliver robust schedule, by projecting demand, average handling times using trends and historical data.
* Work to balances employee engagement with meeting business Service Level KPIs.
* Look at reports to make recommendations on improving productivity and profitability.
* You will lead the integration and implementation of new call centre technologies.
* As a part of this role, you will act as a Business Incident Manager, raising and monitoring incidents to mitigate customer impact whilst working closely with IT business partners to resolve issues efficiently.
Requirements
* You will have experience of call centre management and all related responsibilities.
* Have knowledge of various forecasting / scheduling software
* Someone who possesses good organisational skills.
* You have the ability to prioritise workloads, meet deadlines and perform multiple tasks with attention to detail.
* As well as the ability to communicate Contact Centre data/forecasts to all levels of stakeholders in an understandable fashion.
Nice to Have
* Continuous Improvement qualification
* Experience of working in a Planning environment
What You'll Get
* Annual performance bonus
* Enhanced maternity and paternity leave
* Private healthcare
* Help for people to take control of ongoing Health conditions
* Support for Neurodiverse colleagues and families
* Support for Women at different life stages
* Inclusive benefits and programs that reflect the diverse identities and experiences of our employees
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