Shift Manager Contact Centre

Job Description

Role: Shift ManagerSalary: £28,252 - £30,876 + benefitsA leading organisation based in Cardiff are looking for a Shift manager to ensure that the Contact Centre is set up to meet the demand of customers through multiple contact channels including telephony, web and email. Using historical call data, weather patterns, forecasted business growth and various other external factors, you will be responsible for ensuring that the business is staffed correctly to ensure efficient and consistent performance against service levels.Responsibilities: * Prepare and publish agent schedules within Workforce Management ensuring that optimum service levels are achieved within the Retail Contact Centre on a monthly, daily and intra-day basis in order to drive up service level consistency performance* Real Time Analysis on a daily basis to ensure employee schedule adherence and management and tracking of off-line exceptions* Accurately logging all core and non-core activities on a real-time basis to ensure up to date intra-day forecasts and accuracy in shrinkage calculations to improve future planning and staff management* Tracking system and process down time across the Contact Centre and report back monthly on trends to middle management with a view to drive down lost time* Provide variance reporting to Team Leaders and Middle Managers, to enable them to make timely decisions about planned off line activities* Manage Annual Leave from allocation through to approval, for Retail Contact Centre and Customer Services.* Design and implement advisor shift patterns, ensuring they meet the demand, giving a work life balance.* Own, manage and maintain the Retail Adverse Weather protocols, including Bronze, Silver, and Advisor Standby. Including approval for Standby Overtime and point of contact for Retail Contact Centers, outside of normal office hours (09:00 - 18:00)* Maintain the agent skill matrix and identify skill set shortages for short-term training requirements* Maintaining positive relationships with internal Customers and outsourced Vendors to ensure that joint goals are met* Ad hoc tasks to support the businessExperience/Skills* Real-time / Intraday management knowledge required, with a broader understanding of Planning and Forecasting fundamentals.* Knowledge of Genesys call routing, CCupluse, Genesys WFM and Business Process Management System.* Understand the theoretical background of demand planning with the ability to plan outside of the WFM system.* Understand scheduling and shifting principles, working within the working time directive.* The ability to work with multiple policies and procedures, ensuring the correct outcomes are achieved.* Ability to influence and persuade other people without direct authority* Attention to detail and the ability to identify trends in service level performance* Ability to identify the best course of remedial action to support service delivery* PC Literate with MS Excel experience* Professional planning Advance Certificate desirable.* Experience in providing advice and support to all levels of colleagues, up to senior management on the most effective use of resources.* To work to tight deadlines and under pressure to ensure targets are achieved and performance is maintained.* Able to make decisions Real-time, understanding their impacts in order to balance the business targets and employee engagementBehaviours:* Have the ability to take ownership for ensuring the Company Values are core to everything you do in order to work together and achieve our goals * Able to work autonomously and devise quick solutions and decisions, regarding the most effective use of resources on a day to day basis * To prioritise Health and Safety at all times and take responsibility for other peoples welfare at work, including colleagues and customers.* A flexible approach to meet business needs, at short notice.* A willingness to build good working relationships throughout the business.* Customer focused to enable you to make decisions for the good of the customer as well as the business.* A positive attitude towards change to enable you and the team to adapt quickly* Understanding of and experience with call centre technologies such as Workforce Management, ACD, Dialler, IVR* Strong mathematical, analytical, communication and organisational skills* Advanced MS Excel skills* Experience in an inbound contact centreImportant information:* As a Shift Manager you will operate within a shift pattern 6 days a week, between the hours of 7:45am, and 8:15pm Monday - Friday, and 8:15am to 1:45pm on a Saturday, and flexibility will be required* As a Shift Manager you will be a central point of contact throughout the business and confidentiality needs to be maintained * The Contact Centre is target driven, and targets will change to meet the changing needs of the business.* You will be play an important role in providing advice and support to the Team Managers, Operation Managers and Contact center Manager.If youre looking to be part of a friendly and energetic company then please apply now. Certes Computing (and all of its subsidiary companies) is committed to promoting equality and diversity in its business operations.