Customer Service, Call Centre Jobs in Warrington

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Resource Planner

Warrington, Cheshire

Job id:
LJA-66124180
Published:
01-10-2018
Expires:
15-10-2018
Job type:
Contract/project
Salary level:£15.00 - £15.76  per hour
Job sector:
Customer Service, Call Centre
Job id:
LJA-66124180
Published:
01-10-2018
Job type:
Contract/project
Expires:
15-10-2018
Salary level:£15.00 - £15.76  per hour

Hours: 37 hrs (rota shifts 7am – midnight)

Job Description:

My client is looking for a Resource Planner who has experience within a contact centre environment. You will have used Intra Day Planner or a tool similar and can produce MI so that resources can be managed efficiently and analyse trends.

You will manage the Contact Centre resources to ensure effective shift patterns, service level performance and reallocating resources to maximise SLA's and efficiencies. The role requires you to monitor the real time performance of inbound calls, Undertake 'planned vs actual' analysis and carry out a detailed root cause analysis.

37hrs per week working 1 weekend in 12 as part of the team manager rota in the contact centre

Keywords: monitor real time performance, root cause analysis

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