Job description
As the Workforce Planner you will be a forward thinker with a highly analytical mindset & drive to maximise the operational performance of the National Contact Centre. You will ensure that the contact centre processes are managed in a systematic and co-ordinated manner using Best in Class methodology.The role:
- Newly created role working as part of the Contact Centre Leadership Team reporting to the Head of the Customer Contact Centre
- Workforce Planning spans Scheduling, Real Time Analytics, Stakeholder management & Real Time Management
- Recognising scheduling/demand challenges and making recommendations as necessary
- Collation and delivery of reports to the business
To be successful in the role you will need the following skills & attributes:
- MUST have proven experience as a Workforce Planner within a contact centre
- Advanced Microsoft Excel skills
- Advanced use of WFP technology
- Excellent knowledge of Contact Centre Systems and Processes
- Strong reporting capabilities
- Drive implementation of key initiatives through effective communication and influencing techniques with stakeholders
Expired job
