Real Time Manager

We are recruiting a Contact Centre Real Time Team Manager for an established contact centre operation
The Real Time Manager will lead a team of Analyst to provide exceptional real-time delivery supporting operations to ensure achievement of service level goals, optimal staff utilisation and further developing best practice processes and systems (WFM / Telephony) capability
The base salary available is between
£35000 ~ £38000 + Bonus + Benefits.
This position is remote (UK home-based) with infrequent travel to operational sites in the South East
Key Role Purpose & Responsibilities
Leadership and development of a team of Real Time Analysts
Work closely with Resource Planning teams to ensure staff allocation and call routing meets demand
Review and assess all real time and off-line activities to ensure service level protection
Provide feedback to Resource Planning teams relating to any variances to forecasted activities
Provide continuous improvement reviews to drive real time best practice methodologies
What Have You Done Before? What Do You Need to Demonstrate?
Youll have considerable experience in Real Time performance management gained within a contact centre setting. Action and results orientated youll be a problem solver who is passionate about, and able to effectively lead, develop and motivate teams. Commercially aware, youll have effective influencing and negotiating skills with the ability to resolve performance issues and challenges
Key Skills & Experience Will Include
Management & leadership ability with experience of providing team members development plans
Solid contact centre Real Time experience with a thorough understanding of resource planning processes
Skilled with the use and improvement of WFM and Telephony tools for real time management
Concise, professional and effective interpersonal and communication abilities
Strong numerical skills
able to work with large datasets and convey data stories to non-technical audiences
A focussed, organised & proactive approach with the ability to make effective decisions and prioritise workload requirements
Please register your interest in the
Real Time Team Manager
position by applying as directed
Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & Workforce Optimisation, Analytics, and Customer Communication Technologies.
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