Contact Centre Resource Officer
We're seeking a Contact Centre Resource Officer to support our Customer Hub - a highly dedicated team who are a key point of contact for our 70,000 tenants. As our Contact Centre Resource Officer you will support the delivery of excellent customer service by monitoring, analysing and reacting to Customer Service Officer staffing levels, inbound call volumes and service demand to reduce customer call queues and ensure an efficient and positive customer experience.
Utilising our workforce management application, you will proactively maintain and monitor work schedules and take responsibilities for managing absences; tying this information in with call volume and resource forecasts to report any deviations to operation manager and drive service optimisation.
Our ideal candidate? We're seeking an individual with previous experience of contact / call centre resource management within a fast-paced environment. You should have experience of real-time service monitoring, with the proven ability to implement the best course of remedial action to support service delivery, utilising your strong knowledge of resource planning and scheduling methodologies. Importantly, you should also have strong numerical reasoning skills with the ability to track service level performance, identify and report trends using PowerPoint and Excel.
Who are Midland Heart? We're a large and ambitious housing organisation providing more people an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we're here to develop your potential.
Interested? Please view the attached Role Profile and Behaviour Standards Framework for more information. To apply, please register on our candidate portal attaching a CV which provides a comprehensive overview of your career history and achievements. In addition, in place of a cover letter, please upload your answer to the following question, which will contribute to the success of your application:
- Please describe a time when you have forecasted a significant, previously unforeseen increase in demand on you contact / call centre. How did you manage this increase in demand and ensure that key performance indicators continued to be met?
Please be advised that failing to provide an answer to the above will result in your application being declined.
Closing date for receipt of completed applications is 11th February 2019. Please be advised that we reserve the right to close applications early should the need arise.
Recruitment Agencies please note that we do not accept speculative CVs and should one be submitted, we will assume the candidate is our own.