Call Centre Resource Planning Team Leader

Hays IT
26000.00 - 35000.00 per annum
13 Nov 2017
15 Nov 2017
Contract Type
Full Time
Call Centre Resource Planning Team Lead - Bellshill - Permanent - Salary Upto 35,000 Your new company Will be working for one of the UK's leading Telecommunications companies. Your new role Reporting to the Workforce Planning Manager you will be working alongside 2 other experienced team leaders and leading a team of upto 15 real time analysts. You will ensure the optimisation of call-handling performance by the most rational management of resources on the day to ensure consistency of service level across intervals for each line of business. You will be responsible for monitoring all systems, platforms and sites and engaging with key stakeholders with regards to faults and implementing Disaster Recovery & Business Continuity plans, this role will aim to ensure quick resolution of issues to minimise impact to customers and call centre advisors What you'll need to succeed In order to succeed in this role you will have a good understanding of resource planning and scheduling processes, knowledge of workforce management systems and call routing technologies, previous team management experience. You will also be an advanced user of Microsoft Excel as you will be using it on a daily basis to support problem solving activities and scenario modelling. Having experience in the Telecoms sector would be beneficial but not essential. What you'll get in return You will receive an attractive salary package of upto 35,000 plus a healthy benefits package and the opportunity to work for a leading organisation in their industry. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at - provided by Dice BUSINESS CONTINUITY, DISASTER RECOVERY, MICROSOFT