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Contact Centre Controller / Scheduler required to help manage resources across two Contact Centres leading to optimum service levels between the two sites. Responsibilities will include the generation of agent schedules, providing Contact Centre Team Leaders and Management with the production and analysis of agent schedule adherence reports, Real-Time Monitoring of call traffic into the two contact centres and the ability to initiate appropriate responses to unanticipated changes in call flows and schedules. Ideal candidates should be able to think fast, spot trends, act quickly and deliver to tight deadlines within a demanding and challenging environment. As well as have excellent written and verbal communication skills and be prepared to work flexible hours. Candidates must have a detailed and accurate understanding of contact / service centre Workforce Management scheduling systems with at least 2 years commercial experience of scheduling agents within a multi-site Contact Centre operation or complex shift based environment. Desirable skills would include knowledge / experience in two or more of the following: Nortel Meridian Symposium, Rockwell Spectrum, Avaya Definity, Aspect, Cisco ICM, Q-Max workforce management, BluePumkin, TCS, Crystal Reports. Industry experience within Financial Services highly desirable but not essential.
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