Job Description: Working closely with the wider planning and operational teams, you will drive the delivery of customer service in our Leeds contact centre by monitoring and reporting on call metrics and colleague performance to enable us to maximise the effectiveness of our service. Job Responsibilities: To ensure we meet customer demand, you will also be responsible for using data and insight to schedule workforce planning using excel alongside a variety workforce planning tools. You will analyse daily workloads and allocate resources as appropriate, identifying intervals where there is consistent overstaffing or understaffing and report inefficiencies to Workforce Management team Day to day you will monitor and report on colleague performance, process holiday requests based upon the allowance rules and support the planning team leader in forward planning meetings to deliver and discuss forecasts, plans and concerns for the week ahead. As well as this you will have accountability for watching real time queues and switching resource to minimise availability. Job Requirements: The successful candidate will have excellent quantitative, analytical and technical skills and a strong working knowledge of Microsoft excel is essential. You must be customer focused and demonstrate competency in dealing with colleagues at all levels and have the ability to build strong relationships. Previous contact centre experience would be highly advantageous as is the ability to think on the spot to make live decisions and reduce call wait time. A proactive approach, good judgement and the ability to adapt quickly to change will be critical, as will the ability to work both independently and as part of a collaborative team. Job Details: Company: Asda Vacancy Type: Full Time Job Location: Leeds, England Application Deadline: N/A Apply Here instantcareers.net
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