Do you thrive of working in fast paced environments? Are you open-minded and passionate about your area of expertise? Then we have the perfect role for you!

Our client is looking for someone who has an analytical mindset, exceptional communication skills and can adapt easily to ever changing environments. You will be scheduling and monitoring the Customer Service department’s performance and focusing on staffing to help improve the customer experience.

Roles & Responsibilities

• Deliver root cause analysis to identify misses in SLAs through data
• Develop and refine internal reports to summarise staffing efficiency
• Manage operational intra-day queues, skills and profile management and adjusting staffing in line with volume
• Work closely with internal teams to identify areas for improvement and implement strategies
• Collect and track operational metrics to improve planning performance

Skills & Experience 

• Expert knowledge of contact centre/logistical resourcing fundamentals, focusing on real time management
• Experience with WFM software Verint/Aspect or similar and knowledge of Google Sheets/MS Excel
• Exceptional written and verbal communication skills
• Extremely organised and detail orientated
• Able to quantify and support conclusions with data

About Express Recruitment

Express Recruitment has been offering exceptional recruitment solutions across the East Midlands since 1987, “exceeding expectations every time” of over 267,000 candidates.

We supply a diverse range of sectors including Engineering, Technology, Professional Services, Languages, Sales & Marketing, Call Centres, Commercial, Manufacturing, Local Authority, NHS, Education, Voluntary organisations. Find all of our current vacancies on 👉 https://bit.ly/3IaEnI7

Not quite found the right role for you yet? Let us do the scrolling for you! Your search for a new role has never been so easy, just fill in our contact form on https://bit.ly/3NHa9NR or give us a call on 0115 924 0010 and we will do the rest for you.

Vacancy Summary

Hours: Monday to Friday 8am-5pm

Salary: c£27,000 per annum D.O.E

Location: Mansfield, Nottinghamshire

Job Type: Permanent

Unfortunately, we are unable to contact all candidates due to the large volume of applications we receive. If you have not heard from a consultant within the next three days, please assume that you have not been successful on this occasion. Please do not hesitate to apply for other suitable roles in the future.

This vacancy is being advertised on behalf of Express Recruitment Ltd. The services advertised by Express Recruitment Ltd. are those of an Employment Agency.