Real-Time WFM Lead: Call Centre Performance & Analytics

D L Resources Pte Ltd; City Of London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A recruitment agency is seeking candidates for a dynamic call center management role in London. The position requires applicants to monitor call metrics, manage attendance, and promote digital adoption through effective teamwork. Candidates must have a diploma, proficiency in Microsoft Office, and be willing to work shifts including weekends and public holidays. This role is focused on enhancing customer experience and operational efficiency.

Qualifications

• Able to work in shift including weekends and Public Holiday.
• Fast on action and work unrepentantly.
• Willing to learn new tools related to Workforce Management.

Responsibilities

• Monitor real-time call queue and manage real-time adherence.
• Track attendance and incident reporting.
• Monitor call center agent metrics and manage activities.
• Cooperate with department heads as needed.

Skills

Proficient in Microsoft Office

Willing to learn new tools

Fast on action

Education

Diploma and above

Job description

A recruitment agency is seeking candidates for a dynamic call center management role in London. The position requires applicants to monitor call metrics, manage attendance, and promote digital adoption through effective teamwork. Candidates must have a diploma, proficiency in Microsoft Office, and be willing to work shifts including weekends and public holidays. This role is focused on enhancing customer experience and operational efficiency.