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eTeam
redhill, england, United Kingdom
Job Title: Contact Centre Agent I Location: Redhill, UK Job Type: Full Time Contract, 3 Months (Temp to permanent after 3 months based on their performance) Work Model: Onsite The Role: • Working in a busy call centre, within a friendly and professional team. You will mainly be taking inbound calls relating to a variety of occupational pension sch
Job Source: eTeamLMA 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 Recruitmenttrg.recruitment
London Area, United Kingdom
A global company are looking to hire an operational security specialist to join on a contract until the end of the calendar year, working to provide security which will enable the business to carry out secure operations. You would use your strong communication skills to communicate with technical and non-technical stakeholders alike. Experience ne
Job Source: trg.recruitmentGardPass Consulting
united kingdom
Essential Skills •Successful track record leading teams within Security Engineering coupled with experience of leading large client engagements •Strong client management and relationship building experience •Ability to absorb complex information and communicate effectively at all levels to both technical and non-technical audiences, assess and eval
Job Source: GardPass ConsultingZKM Consulting
united kingdom
Job Title: SOC Analyst Location : UK - Fully Remote Job Type : 6 month fixed term contract Salary : £40,000 pa. pro rata Start : ASAP Are you passionate about cybersecurity and ready to make a significant impact? We're looking for a talented SOC Analyst to join our client's dynamic team! Our client is a leading Managed Security Services
Job Source: ZKM ConsultingMaxwell Bond®
, United Kingdom
Security Operations Analyst – Up to £55k- North West - Hybrid Are you an Security Operations Analyst looking to work for an award winning business? I’m working with a leading professional services businesses based in the North West who are looking for an Security Operations Analyst to support their growing Cyber team. What they’re looking for in
Job Source: Maxwell Bond®Nexere 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 ConsultingCMS Recruitment
Reigate
Call Handler / Maintenance Scheduler Based: Reigate Permanent, Full-Time Salary: 23 - 26k + Excellent Benefits and optional O/T Inbound Call Handler required for a large property maintenance specialist looking to expand the existing team due to rapid recent growth. The Call handler / Scheduler role is a perm full-time Monday to Friday in the offic
Job Source: CMS 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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