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LMA Recruitment
redhill, england, United Kingdom
THIS ROLE IS FULLY ONSITE PAYING 12.50 Per Hour Customer Service Assistant This Client is seeking extremely enthusiastic individuals to join their growing Contact Centre to help with the large volume of incoming calls, emails and web chat messages. They are currently recruiting on a temp to perm basis. This is a great opportunity for someone who w
Job Source: LMA RecruitmentLMA Recruitment
Redhill
Job Description THIS ROLE IS FULLY ONSITE PAYING 12.50 Per Hour Customer Service Assistant This Client is seeking extremely enthusiastic individuals to join their growing Contact Centre to help with the large volume of incoming calls, emails and web chat messages. They are currently recruiting on a temp to perm basis. This is a great opportuni
Job Source: LMA RecruitmentIntaso
united kingdom
Job Title: SOC Analyst - Microsoft Sentinel Location: Remote, UK Salary: Up to £35,000k per annum + £6,000 Shift Bonus Clearance: Have been in the UK for 5 years Role: As a SOC Analyst, you'll use Microsoft Sentinel and other technologies to monitor, detect, and respond to security incidents. Responsibilities: Monitor and respond to security inci
Job Source: IntasoNexere Consulting
London Area, United Kingdom
Senior SOC Analyst, SIEM - Cloud based: Sentinel / ManageEngine Log360 / QRadar, Splunk, Incident Response Management, Hybrid London 1-2 days per week. We are hiring a Senior SOC Analyst to help build a new SOC function. The role will initially be very hands on, responsible for monitoring and triaging of events and incidents for our client base, u
Job Source: Nexere ConsultingNexere Consulting
London
Job Description Senior SOC Analyst, SIEM - Cloud based: Sentinel / ManageEngine Log360 / QRadar, Splunk, Incident Response Management, Hybrid London 1-2 days per week. We are hiring a Senior SOC Analyst to help build a new SOC function. The role will initially be very hands on, responsible for monitoring and triaging of events and incidents for
Job Source: Nexere ConsultingStreamline Services Consultancy Limited
South Nutfield, Surrey
We're currently recruiting a compassionate Call Handler to join our client's team at their Redhill office. In this role, you'll be the first point of contact for patients, ensuring they receive the care and attention they deserve right from their initial call. As a Call Handler, you'll be based in our client's contact office, collaborating with a d
Job Source: Streamline Services Consultancy LimitedDGH Recruitment
London
Job Description IT Support Analyst / 1st/2nd Line Support Analyst A fantastic opportunity has arisen for an IT Support Analyst / 1st/2nd Line Support Analyst to join our London based law firm on a permanent basis. IT Support Analyst / 1st/2nd Line Support Analyst Key Responsibilities: • Providing a professional and consistent level of Technol
Job Source: DGH RecruitmentDGH Recruitment
London Area, United Kingdom
IT Support Analyst / 1st/2nd Line Support Analyst A fantastic opportunity has arisen for an IT Support Analyst / 1st/2nd Line Support Analyst to join our London based law firm on a permanent basis. IT Support Analyst / 1st/2nd Line Support Analyst Key Responsibilities: • Providing a professional and consistent level of Technology support to all
Job Source: DGH Recruitmentunited kingdom
Basic Purpose
Execute tasks related to forecasting headcount requirements, producing schedules to meet requirements, and real-time monitoring of adherence and call handling for multiple lines of business across multiple domestic and international sites.
Nature and Scope
This position meets regularly with the Sr. Manager to review previous day/week call center performance as well as short/long term planning. Meets with leadership from the business to review forecasting, staffing needs and KPI trends. Also interacts regularly with team members regarding schedules, time-off and call handling. Position is responsible for identifying opportunities to reduce staff through leave or increase through overtime based on current day performance and empowered to take appropriate action.
Position Responsibilities
• Monitor and analyze call volume, call patterns, and traffic flow for multiple lines of business to ensure service level objectives are being met.
• Plan and forecast call volume and required headcount (short, medium, and long-term) for multiple lines of business.
• Collect and analyze historical call data and impacts to forecast resulting from marketing promotions.
• Meet with leadership to review forecasting, staffing needs, and KPI trends.
• Develop optimal schedules to meet forecasted call volume and established KPI goals.
• Continuously evaluate the effectiveness of schedules and adjust as necessary. Determine time-off allotments for self-service time-off requests through NICE WFM and approve/deny exceptions.
• Monitor call queues in Avaya CMS, Intraday, and Agent Adherence to schedules in NICE WFM, logging offline activities and exceptions on agent schedules.
• Maintain new and existing agents in WFM system and manage Agent Skill Profiles in Avaya CMS. • Provide regular reports to management on workload and workforce.
• Make recommendations for new or updated contact center technology and process improvements.
• Perform other job-related functions as necessary.
EDUCATION
Degree in Business Administration or related field preferred; or any equivalent combination of relevant work skills and experience.
EXPERIENCE
Minimum 2 years’ experience with workforce monitoring planning, preferably within a Contact Centre using NICE WFM.
KNOWLEDGE & SKILLS
Strong comprehensive knowledge of NICE WFM including the Administrator, Forecaster, Scheduler, and Operations functionality.
Strong knowledge of Avaya CMS. Advanced knowledge of MS Office Excel.
Excellent planning, organizational, and written/verbal communication skills.
Strong attention to detail.
Strong analytical and numerical insight.
Ability to work under pressure in a fast-paced environment.
Company Benefits
• Private Medical Insurance*
• Free car parking nearby.
• Pension Scheme.
• Remote Working.
• 6 weeks- paid sickness*.
• Discounted Cruise Program#.
• 25 days paid holiday + 8 Bank Holidays.
• Bus Discounts
*Benefits in this category can only be accessed upon completion of probation.
#Benefits in this category are subject to availability
Call Center Staffing Analyst jobs in united kingdom
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