Simon Amos Email & Phone Number

Dordon, England, United Kingdom

Tamworth, England, United Kingdom

Working alongside the telephony and Omni-channel operational teams, and head of the contact centre to:Create and deliver short, medium and long term forecastsGenerate schedules for in-house teams and make recommendations to improve the consistency of serviceReview shift plans to ensure optimum delivery of service and to provide detailed shrinkage reportsMaintain detailed management information including schedule adherence, average handling time, full service level suite of data with recommendations to improve the customers experience and agent performance.Demonstrate a thorough understand of the contact centre workforce planning methodology and systemsProvide consultative support for the leadership team, guiding and advising to develop effective productivity measures, performance management intelligence and resource planning effectivenessDevelop a continuous improvement culture with a passion for delivering exceptional serviceRequired Skills and Experience:Extensive Excel and Access expertiseExperience of using Resource Management software toolsExcellent analytical skills , with the ability to gather and interpret all dataAbility to identify hot spots and trends and changes in forecasts that may impact the businessAbility to work to tight and changing deadlinesSubject Matter expert for business in resource planning design and implementation

Working as part of a busy contact team responding to customer telephone enquiries and complaints regarding products, installation and spare parts-related issues Fully investigate and seek resolution to any customer query not resolved at first contact / escalations, whether by email, phone or any other type of communication, then gather and record comprehensive management information on failure to resolve at first contactRecord and maintain accurate information on a variety of databases, including Support Solutions, Corrective action and FAQs database Liaise with internal departments to resolve customer issues & continuously strive to improve the processes within the departmentIdentify training needs and provide relevant training / coaching to team members to improve individual and team performanceProviding a coaching and training role for field based engineers including a suite of management information in order to monitor performanceProduction of trend reports for distribution to internal and Operations, Quality and Technical support teams Required Skills and Experience:Extensive Excel and Access expertiseExperience of using management information software toolsExcellent analytical skills , with the ability to gather and interpret all dataAbility to identify hot spots and trends and changes in performance that may impact the businessAbility to work to tight and changing deadlinesSubject Matter expert for business in technical issues and performance data

Resolving issues for field based engineers and regional sales representativesResponding to emails and faxes from end users and account holders regarding requests for technical advice and support Liaising between other companies within the group and with other companies e.g. account holders or subcontractors.Fully conversant with IFS, Lotus Notes, Rapid Address, MS Office computer applicationsLiaising with operating companies and installers over technical issues and product related issuesProduction of technical information sheets and detailed management information for use internally and for distribution to customer and fields sales staffProduction of trend reports for distribution to internal and Operations, Quality and Technical support teams