Contact Centre Support Analyst, Sheffield
The purpose of this role is to work as part of the Customer Service Delivery team to provide support across the operation. Responsible for providing central control and reporting for all operational areas. Directly supports the Customer Service team through real time management and on-going analysis and reporting to deliver service across all channels and drive continuous improvement through maximising efficiency and reducing costs. This is a fixed term opportunity until September 2018. However, due to business levels in the business it is anticipated that growth may allow the role to become permanent.
Real Time analysis and management of intraday staffing levels and schedule changes, balancing resources across multiple work types
Monitoring real time adherence and flagging any areas of concern to Leadership
Monitoring of real time call volumes, service levels, and agent activity
Real time and post day analysis of overall performance
Investigate and communicate any anomalies reporting back findings supported by recommendations for improvement.
Maximising call performance through effective shift optimization
The creation and distribution of daily/weekly/monthly operational reporting around key operational areas of productivity, costs, performance and trend analysis
Become an expert in the new telephony platform to maximise functionality across Connect to improve both experience and efficiency.
Analyse processes and data to produce recommendations of ways to consistently improve productivity, efficiency, costs or processes
Support resource planning for the whole of Connect ensuring service levels are met through strict scheduling, forecasting and real time management
Responsible for the creation and distribution of daily/weekly/monthly operational reporting around key operational areas of productivity, costs, performance and trend analysis.
Proven experience of advanced Microsoft Excel skills including formulas, vlookup, pivot tables and charts
Experience of Real Time/Intraday activities & a solid understanding of key Contact Centre metrics
Solid understanding of Forecasting & Scheduling methodology
Knowledge of Contact Centre Telephony platforms would be desirable
Experience of collating and presenting information and data in an intuitive format
Experience of working with and influencing stakeholders
A positive and flexible approach towards change, be passionate about Customer experience and motivated by achieving results
Situated in central Sheffield, our client is a well-established local employer. If you are interested in adding value to our clients’ business and building a career with one of Sheffield’s leading employers this could be a great opportunity for you.
Reporting into the Head of Customer Services, this role requires a high level of autonomy and attention to detail.
Situated in central Sheffield, a 15-minute walk from the train and bus stations and minutes from the nearest tram stop, this is a great location for candidates from most parts of the region.
This is a fixed term opportunity until September 2018. However, due to business levels in the business it is anticipated that growth may allow the role to become permanent,.
£18,000 per annum.
Industry leading benefits package