Resource Planner / Operations Support

6 days left

Recruiter
Undisclosed Company
Location
County Durham, Peterlee
Salary
£13 - £17 per hour
Posted
22 Sep 2016
Closes
06 Oct 2016
Ref
CD2671
Job Type
Contract
Hours
Full-time
Manpower are currently recruiting for an Operations Support Administrator to join their Client - an on-site delivery specialist for multi-vendor products and services. The successful candidate's responsibilities will include creating rotation and shift patterns to match call arrival patterns, producing agent schedules, booking training, managing holidays and real time adherence.

In addition you will deliver various management information reports and dashboards .All reports need to be completed accurately focusing on call drivers and trend analysis.

Data delivered needs to be concise and delivered in a relevant way, which then allows our client to drive continuous improvement through operational performance and improved customer experience.

KEY RESPONSIBILITIES AND TASKS:

*Deliver Customer Service, and all measurable SLA's using strategic planning and resourcing tools
*Present Daily MI and analysis to Management Team at Morning meeting
*Ensure delivery of timely performance reports and analysis, to enable timely action is taken in response to fluctuations in intra-day service level results
*Work with Leadership groups to resolve real-time performance issues across the operational and support functions
*Make key decisions to ensure Client SLA's are achieved

MEASURES OF SUCCESS:

*Use forward thinking and initiative to improve results
*Hands on understanding of Call Centre technologies including ACD's,IVR's and workforce management systems
*Previous experience of using Workforce Planning and Forecasting Tools e.g. Witness, QMax

*Must possess strong excel skills
*Strong analytical and communication skills
*Knowledge of Microsoft Word in particular excel, and or other related packages

Interested? Think you can do it? Please apply for this role with a CV which will highlight your transferable skills and experience.

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