Workforce Management Service Deliverer - Contact Centre

Robert Walters
14 Jul 2017
28 Jul 2017
Job role

A leading financial services organisation is currently seeking a Workforce Management Service Deliverer to join its contact centre operations in the North West. The purpose of the role is to be responsible for all short/mid term performance management and resource allocation.

Key duties include:

  • Provide analysis and expertise to support intraday workflow management and improved forecasting.
  • Assist in the forecasting, planning and scheduling of Collections and Recoveries Call Centre resources aiming for maximum cost efficiency and service level attainment.
  • Collating, processing and reporting on key performance data in support of management reporting and performance management
  • Assist in the identification, creation and implementation of workflow initiatives encompassing people, workflow management and business planning.
  • Business as Usual strategic management of predictive dialling equipment.
  • Business as Usual management of back office on & offshore to maintain key KPI's
  • Plan essential non-core activities within agreed budgeted deductions allowances
  • Implement and monitor change/improvements that impact on the Collections workflow.

The successful candidate will have:

  • Background dealing with inbound telephony systems
  • Knowledge of predictive dialler systems
  • Knowledge of resourcing and planning - forecasting activity and scheduling
  • Strong communication, analytical, planning and organisational skills

This is a fantastic opportunity to join a leading brand in the market with excellent long term career prospects.

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