About This Role

Summary of the role

Responsible for real time monitoring and analysis of Contact Centre operations in a financial services environment. This role involves the day-to-day activities of the real time management team, optimising workforce management processes and working in partnership with Team Leaders and Management to provide insights to drive performance improvements and enhance customer satisfaction.

What you'll be doing

• Optimise staffing levels and resource allocation based on real time demand forecasts and operational metrics.
• Monitor agent adherence and share insights with management to identify areas that require action to address.
• Analyse KPIs related to service levels, productivity, and efficiency, identifying root causes of performance gaps, and recommending corrective actions.
• Continuously evaluate and refine real time processes and procedures to enhance operational effectiveness and efficiency.
• Generate reporting and dashboards to communicate performance metrics, trends, and insights to key stakeholders.

What we're looking for

• Proven track record of successfully managing and optimising Contact Centre operations to achieve performance targets and improve customer satisfaction
• Strong analytical and problem-solving skills, with the ability to interpret complex data and generate actionable insights
• Excellent communication and interpersonal skills, with the ability to lead and motivate others
• Proficiency in Contact Centre technologies and workforce management tools such as Mitel and Calabrio

The hiring manager to contact is: Ashley Rawlins Email:ashley.rawlins@reassure.co.uk

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