Anzeigendetails
Standort:
Beschreibung
title: analyst
department: gss
reports to: cco
job summary:
to provide a central control and co-ordination for the operaitonal araes within the specified region ensuring that the operational activity is planned and controlled centrally on behalf of the area, liasiing closely with the cco team on a daily basis.
working within the guidelines set by planning, the role involves ensuring best utilisation of front line staff to manage the telephone serivce and otehr non-telephone workloads within the targeted kpis on a daily basis.
maintenance and development of automated repotring tools (internal websites/spreadsheets/databases etc.
expeirence with eworkforce management by aspect is also desiarble.
monitor and make recommendations about customer demand against skill supply
build and maintain positive and professional relationships with all cco colleagues and management
improve and challenge existing procedures and practices to maximise efficiency
provide a high degree of flexibility both in terms of personal outlook/attitude and workload/tasks
be flexible in working hours
work under pressure and to extremely tight deadlines
previous experience with avaya (or edify/geotel) is essential.analyst
location: deu-halle
job title: call routing and scheduling sr.
this role principally involves working on own initiative, the job holder has licence to make decisions and recommendations on key issues such as pre-agreed absence and daily activity to ensure front line operational goals are achieved.in doing so identify potential \'hot spots\' within the depatrment.planning addiitonal contignency, in oredr to atatin operational kpis, and liaising with otehr areas as approrpiate.experience in web-baesd reporting very desirable.) to delvier service leevl & other cco kpi\'s to lagre user gruops. accruacy and speed of anaylsis of a situtaion and impleemnting solutions will have a direct impact on the service delivery outcome. developing links with training and development to ensure all training is adequately planned in.
provide a central control for operational attendance. ensuring any remedial action is taken when required, in addition to contributing to the regular review of the forward planning process. ewfm and communicating this information to the management team, e. spreadsheets.this role is pivotal in the achievement of the operational kpi\'s.
calculate holiday and bank holiday entitlement in line with expected call volumes.
observation & recording of operational trends and impacts in order to provide relevant feedback to the operational management team and planning. updating all appropriate systems i.
principal duties and responsibilities:
ensuring that resource utilisation is maximised by recognising the operational imperatives of the day and re-targeting manpower. involving the logging of sickness absence / holidays/ lieu / compressed time and lateness. )
identify potential performance issues/opportunities and suggest possible solutions
supporting cost effective recommendations
provide appropriate and accurate contact centre information to aid and add value to decision making
analyse and report on operational processes and resource utilisation to help achieve required service levels
work with multiple media outputs (visual basic/http etc.
creation and maintenance of all daily activity reports should be communicated on a weekly, monthly and quarterly basis both verbally and written as appropriate to operational management team.call routing and scheduling sr.
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