Intraday Analyst
Salary: 25k plus Benefits and bonuses |
Date: 06-01-2010
Location: North West |
Job Ref: IA/NE
Job Purpose:
Applications of analytical skills at the cutting edge, responsibly for gauging real time service level impacts and taking action to ensure targets are met.
Maximising performance through call centre KPI (Key Performance Indicators) analysis, and communicating performance achievements to Key business stakeholders the business.
The role requires wide-ranging interaction throughout the business, demanding the ability to assess information swiftly and draw meaningful conclusions, the confidence to make far reaching commercial decisions, and ability to influence and negotiate at every level.
Proactively seeking opportunities to enhance and develop the virtual contact centre by improving working practices and growing intraday capability.
Intraday Management:
To analyse real time service level impacts and take action to ensure service level targets are met.
Maximising call centre performance through intra day analytical skills( break and other activity optimisation).
Maximising call centre performance through contact centre KPI (Key Performance Indicators) analysis.
Negotiating and challenging adherence and conformance to schedules.
To communicate all performance impacts and achievements to operational management.
Ensure all scheduling deadlines are met.
Balance contact centre traffic across our Manchester & Teesside sites.
Translation of weekly/daily call centre resource plans through skill-set analysis and call profiling, ensuring that resource is best deployed to achieve service level targets in all areas.
Effective planning of short term non-core activities (communication, training, team meetings, and other off-the-phone activities) to ensure that resource utilisation is maximised, and that the achievement of target service levels are not compromised.
To actively seek best industry practices on Scheduling/Working Arrangements and develop approaches to engage the business in continuous improvement.
To optimise the contact centre through value added analysis driving efficiency and income generation.
Technical Skills:
Demonstrate knowledge of complexity of scheduling in a multi skill environment.
Project management skills.
Experience and developed skills in presenting complex data and information to non-technical managers and staff at senior levels.
Knowledge of ACD’s, call routing and skill based routing.
Contact: Paul Buckland
Email: paul@careerpathuk.com
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