Cardiff, South Glamorgan, Wales, United Kingdom Hybrid / WFH Options
Longreach Recruitment
What Do you Need to Demonstrate ? Experience of Real Time, Intraday, Resource Planning activities within a contact centre operation Hands-on experience of a WFM solution Experience of leading a small team of Analysts Ability to re-schedule (short term) or optimise schedules released on the day Strong collaboration abilities more »
role as Customer Quality and Insights Manager at phs Group This is a key role leading a team focused on Customer Quality, Customer Insights, WorkforceManagement, Training and Customer Experience within a Customer and Contact Centre environment. You'll be focused on ensuring our customers get the best-in-class … and ensuring we're focused on the needs of the customer. Key Responsibilities Lead, inspire and coach a team of Quality Assessors, Insights Analysts, WorkforceManagement and Training. Responsible for the delivery and presentation of insights, modelling & forecasting that inform and shape business planning through highlighting opportunities and risks. Work … Youll be confident at both writing and presenting reports. Having a deep understanding of contact centres and experience with back-office functions such as WFM and Training. Experience in delivering strategies at pace across multiple complex roles and programmes of work. Develop and manage appropriate team KPIs which are then more »
Cardiff, South Glamorgan, Wales, United Kingdom Hybrid / WFH Options
Longreach Recruitment
What Do You Need to Demonstrate? Interested applicants will have experience of contact centre real time & intraday performance management, good working knowledge of a WFM tool and experience of creating and presenting performance reports and dashboards. In addition to the relevant experience & tech skills, youll be a high energy achiever … Time processes. Key Skills & Experience Will Include Real Time Management within a multi-channel contact centre (voice/social media/LiveChat) Experience with WFM tools and, ideally, intermediate level Excel abilities. Experience of driving operational contact centre performance & managing adherence Updating and optimising Schedules in both real time and more »
