Real-Time Performance Lead — Contact Centre

Page Personnel; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading contact centre operation in Manchester is seeking an experienced planner or real-time analyst to drive performance and improve customer experience. You will shape real-time planning activities and make informed decisions in a dynamic environment. The ideal candidate has proven experience in resource planning. This role offers an exciting opportunity to work closely with sales and operations leaders.

Qualifications

• Proven experience in Resource Planning or Real-Time Management.

Responsibilities

• Own and shape all real-time planning activity.
• Monitor live activity - agent status, breaks, talk times, performance against SLAs.
• Analyse trends and propose creative fixes.

Job description

A leading contact centre operation in Manchester is seeking an experienced planner or real-time analyst to drive performance and improve customer experience. You will shape real-time planning activities and make informed decisions in a dynamic environment. The ideal candidate has proven experience in resource planning. This role offers an exciting opportunity to work closely with sales and operations leaders.