![]() Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. For instance, to improve key call center metrics such as first call resolution, business analysts may recommend implementing speech analytics solutions to improve agent performance management. They serve as a bridge between IT and other business functions, making data-driven recommendations that meet business requirements and improve processes while optimizing costs. They help call centers continuously optimize their processes and provide better experiences for both call center employees and the customers or clients they interact with.īusiness analysts must stay up to date on the latest call center technologies and solutions that can optimize, automate and modernize call center operations. Responsible for evaluating requirements and existing business processes, business analysts identify areas for improvement and develop and implement solutions. Please apply today if you match the competencies required, this is a fantastic opportunity to work for a local high profile client.Business analysts play an integral role in any industry, but they’re especially vital in call center operations. An analytical mind-set and a high level of numeracy. Capability to handle ambiguity and make decisions with limited information. Computer literacy: Confident user of Microsoft Office applications.Ībility to work under pressure and manage competing priorities. Knowledge and experience of the Avaya telephony system and Verint WFM applications would be a distinct advantage. Understanding of contact centre planning techniques. Very Strong planning and organisational skills with attention to detail. Minimum of 12 months contact centre experience in any role. ![]() Previous experience of contact centre scheduling. Work with other Contact Centre teams to create best practice workforce optimisation plans. Support the Resource Planning Manager and Head of WFM by providing insight and fulfilling reporting requests. Effective use of operational knowledge to identify revenue, efficiency and service improvement opportunities. Work within peer group to ensure that KPI’s and in particular service goal outcomes are maximised. Assumes and performs other duties and responsibilities not specifically outlined here, but which are logically and properly inherent to the position. Makes recommendations for handling over and understaffing situations. General administration of data within the WFM tools and applications including specific WFM reporting. Provides recommendations to management with respect to short term and long term staffing strategies and approaches. To administer the WFM elements of the starter / leaver process. ![]() Takes an active role in weekly operational planning meetings. Amending staffing activities, shifts and skills to balance workload. Responsible for the achievement of roster efficiency targets. Management of shift changes and flexible working requests. Management of holiday requests, entitlements and business allocation. You will work with scheduling analysts across the primary operational sites to deliver consistent practices and planning methodology, and proactively meet service goals for all contact centre channels.Ĭreation of the scheduling and demand management plan. This include shift planning, rostering all contact centre planned activities, limited reporting, holiday management and maintenance of contact centre headcount information. You will create scheduling plans in order to achieve the optimum service goal outcomes based on forecast workload. The purpose of the scheduling analyst role is to create the contact centre scheduling and demand management plans. Recruitment Solutions (Folkestone) Ltd are recruiting for a leading brand supplier in Ashford, they are looking for an experienced Scheduling Analyst. Scheduling Analyst Ashford Call Centre Planning
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