Contact Centre Resource and Attendance Coordinator
Empleos de Oficinistas generales en LANCASHIRE (Reino Unido)
Clasificación del trabajo:Personal de apoyo administrativo : Oficinistas : Oficinistas generales : Oficinistas generales. Clerical support workers : General and keyboard clerks : General office clerks : General office clerks.
Descripción de la oferta de trabajo:
Known around the world, Hoover has celebrated over 100 years of making quality appliances for the home. Hoover is dedicated to creating and providing today what customers will demand as the standard of tomorrow. We're constantly thinking ahead to ensure we are able to meet the needs of our many and varied customers with clever, affordable products that are simple and easy to use. Due to growth, Hoover Candy currently have an outstanding opportunity for a full time (37.5 hours per week) Contact Centre Resource and Attendance Co-ordinator with a remit based around ensuring resource is mapped accurately and in accordance to our call delivery patterns (hourly, daily, weekly, monthly and annually). The role holder will also take responsibility for ensuring that attendance tracking and reporting is 100% real time accurate. The successful candidate will be responsible for the accurate forecasting and planning of resources in our Customer Services Centre which includes the provision of performance data, support of Team Leaders and the Senior Management Team, administering and monitoring daily schedules and making recommendations that will improve the service and its efficiency. Manage resources to ensure the cost-effective delivery of high quality and consistent services and have experience of both excel based resource and attendance planning along with workforce management technology/software based solutions. Our Contact Centre Resource and Attendance Co-ordinator will focus on the following activities: Maintain accurate shift efficiency and forecast accuracy. Design and produce shift patterns Produce effective forecasts based on trends Gather and analyse data from systems to develop MI Report on KPI’S including headcount or predictions on SLA’s Manage daily attendance recording Provide accurate data to enable salary calculations and payments Ensure Work Time Directives are maintained The role holder must have experience of: Working within a Resource Planning role in a Contact Centre environment. Forecasting using Workforce Management tools. Make suggestions towards overall service improvements Ability to analyse and interpret data to be presented. Intermediate/Advanced Excel skills. Excellent communication skills Ability to influence changes to processes and policies to aid in the success of strategic plans. Our Contact Centre Resource and Attendance Co-ordinator will receive the following: Competitive salary depending on experience. Annual bonus based on personal objectives. Company profit related bonus (Potential 3% of annual salary paid quarterly) 25 days’ holiday (excluding bank holidays) The position reports to the Contact Centre Operations Manager. However, the successful candidate may, on occasion, be required to represent other members of the Executive Management Team. If you feel that you have the energy, enthusiasm and determination to succeed in this role then please apply online using the link at the bottom of the page. Alternatively you can download an application form from http://www.hoover.co.uk/jobs/ and send it to Hoover, Human Resources, Breightmet Industrial Estate, Bury Road, Bolton, BL2 6PU. *** No agencies ***
Servicio de empleo de origen:Department for Work and Pensions, Public Employment Services, United Kingdom.