Real Time Team Leader [741]
Job Description
Newly created position now available within an expanding Real Time function for a multiple award winning, high growth organisation.We’re hiring an experienced Real Time or Intraday specialist to manage a specialist team within a growing Resource Planning function servicing a multi-channel, multi-site contact centre operation.
This is an ideal opportunity to help enhance and further develop Real Time and Service Delivery solutions within a fast paced organisation; this position provides a rare chance to really own and shape the methodologies and processes to enable service level protection, customer experience and employee engagement initiatives.
Interested applicants must clearly demonstrate experience of high performance within Real Time / Intraday management within a contact centre setting and possess the ability to proactively manage a team of RTA\'s and effectively engage, influence and negotiate across a broad stakeholder population.
The position is offered with hybrid working with onsite work conducted in Cardiff
You’ll need a flexible approach to working hours (Mon – Fri) and be happy to work occasional weekend on a rotation (with time of lieu provided)
Salary range of £36’000 - £40’000 + Broad Benefits
Key Role Purpose & Responsibilities of the Real Time Team Leader include
The Real Time Team Leader will manage a Real Time team of c.8 - 10 fte responsible for the optimisation of available resources to achieve performance targets in an efficient and cost effective manner by responsibly monitoring and providing intraday | real time analysis of the contact centre performance
Here\'s a snapshot of what you\'ll do
- Proactively manage, motivate and mentor a team of specialist RTA\'s with varying degrees of experience
- Manage customer demand and schedule adherence to assist the management team with acceptable adherence goals.
- Ensure that customer contact patterns are analysed across all customer contact channels
- Coordinate and manage same day and/or short term non-phone related tasks and manage the workload
- Coordinate and chair meetings and sessions with Operational leaders to review previous, current and future performance
- Analyse trends such as call volume and AHT, and attendance to understand and plan for potential overstaffing/understaffing scenarios.
- Liaise with Resource Planning team to ensure forecasting and scheduling assumptions are reflective of activities within the contact centre
- Experience of Real Time, Intraday, Resource Planning activities within a contact centre operation
- Hands-on experience of a WFM solution
- Experience of leading a small team of Analysts
- Ability to re-schedule (short term) or optimise schedules released on the day
- Strong collaboration abilities to interact, influence and present to Operational leaders
- Solid understanding of key contact centre metrics
- Effective and confident communication style
- Energetic and action orientated approach
Please register your interest in the REAL TIME TEAM LEADER position by applying as directed
Longreach Recruitment are trusted and proven UK & EMEA recruitment search experts within Resource Planning & Workforce Optimisation, Business Intelligence & Data Analytics, and Customer Communication Technologies.
Follow us on Twitter : @longreachers Visit us on : www.longreachrecruitment.co.uk
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