Leeds (City Centre)
Full Time / Permanent
Working within the utility services sector this is a management role working within a busy call centre (inbound and outbound). The centre is a medium sized call centre and is 100 FTE strong with working hours of 07:30 – 21:30 x 7 days per week.
You will be responsible for the analysis of call traffic and the staffing profiles required to achieve set KPI’s. You will also provide management reporting at several levels ensuring all areas of performance are measured and understood.
The Right Person
A minimum of 2 years experience within a call centre resource planner role is a pre-requisite for this role, please ensure you have this before applying.
You will need to have experience of working with a Workforce planning tool and also an ACD. Experience of an outbound dialler would also be an advantage.
You will also need to be able to take the data you create and turn this into intelligence and more importantly action!