About This Role

• Scheduling of staff using Work Force Management Tools – either using Verint, Nice, Genesys & Active OPS or other WFM tools.
• Planning and scheduling activities (training/coaching etc.,) and absences (Holidays/Flex etc.,) to maintain consistent service level delivery across the day at the same time as meeting the operational requirements of the departments.
• Recommending overall allocation of off phone activity in partnership with line and senior managers utilising performance and shrinkage analysis.
• Completing accurate manpower planning/forecasting models ensuring that the business has a comprehensive understanding of demand.
• Resource Planning at 15-30mins interval (where applicable) evidencing optimization, efficiency and in line with demand / SLA agreement.
• Building, analysing and improving staff schedules in line with our business requirements ensuring problems are identified and resolved promptly and service levels are delivered.
• Notifying operations leaders of predicted service shortfalls by monitoring expected and current service levels and recommending solutions.
• Maintaining the work force management database to ensure staff resource is fully utilised by creating and refining the parameters set within the data base to deliver maximum scheduling efficiency.
• Providing analysis, support and reporting to the operations manager of utilization of workforce management activity in conjunction with strategic direction for Contact Centre.
• Recommending overall allocation of off phone activity in partnership with line and senior managers utilising performance and shrinkage analysis.

• 3 to 4 years’ relevant work experience.
• Skilled in Forecasting tools such as ARIMA, Exponential Smoothing & Time Series, Erlang C
• Knowledge in Telephony / Ops infra.

The hiring manager to contact is: Emily Rintoul Email: emily.rintoul@diligenta.co.uk

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