The role will work across accounts (if required), multiple channels, to partner with the operation and consult with operational decision making groups to enable the efficient management of advisor availability or utilisation so that KPI’s and SLA’s and operationally efficiency can all be achieved or balanced.
Well to do that you are going to need some experience and skills to help you.
- Experience of working with real-time data in a contact centre environment
- Understanding the dynamics and performance measures in a call centre
- Experience with NICE, IEX and Genesys or similar systems
- Passionate about data and what it can do
- Able to present your information to tell the "story" of delivery and outcomes
- Ability to stay calm and logical when under pressure using data to provide the facts
- Able to operate in an ever changing environment
- Attend performance meetings to support observations and suggest areas of improvement
- WFH with Site visits (Slough, Warwick and Swansea)
- Real Time Delivery, Work Force Planning,