Intraday Officer
Intraday Officer
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Job Alert
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£ 33366 - 40476
1 Vacancy
Job Description
Intraday Officer
Permanent
Grade
Consultation grade - subject to formal evaluation under the Pay Equity Review
Working 36.5 hours per week
As part of the Contact Centre team we are looking to recruit an Intraday Officer. The successful applicant will be required to work in a busy team to support to 350 staff members who work for the Contact Centre. This role will require someone who is able to review staffing plans and ensure the efficient allocation of staff to multi-channel queues in line with operational priorities. Liaise with colleagues to identify opportunities for best resource allocation and manage the multi-channel queues to ensure that resource is revised and allocated effectively to achieve agreed service levels.
The successful applicant will be required to operate within the one door vision of improving excellent customer service for Birmingham citizens as we as being able to:
- Review monitor and communicate real time issues and deviations that arise to staffing plans and forecasts and make recommendations to operations on appropriate action to mitigate.
- Deliver daily communication and briefings with Team Managers.
- Monitor Advisor adherence to staffing plans.
- Update workforce management system so that accurate Management Information is produced.
- Coordinate daily off-the-phone activity with Team Managers.
- Optimise the distribution of Advisor breaks to ensure the maximum productivity of resource.
- Administer ad-hoc reporting and projects within operational delivery targets.
- Coordinate daily plans and revisions based on actual resources available and Contact Centre on-the-floor requirements in line with operational strategy.
Knowledge of contact centre resource planning with a key focus on real time and intraday management principals would be an advantage as well as experience and understanding of Workforce Management technologies and experience of working in a multi-channel Contact Centre Environment Experience in using Telephony ACD systems such as Amazon Connect or similar.
Please upload your up-to-date CV via the attachments part of your application this is required for shortlisting. Unfortunately we cannot consider any applications without a CV attached
Birmingham City Council is an accredited Disability Confident Leader employer andwe arecommitted to employing retaining and developing all of our people.
We are dedicated to supporting internal mobility and the development of our people. As such applications from internal employees and those under S118 will be given priority and reviewed before external applications are considered.
We want to ensure your recruitment journey with us is a positive and equitable one so please let us know if there are any reasonable adjustments additional support accessibility needs or if there is any way in which we can support you through your application.
For any informal enquires please contact:Nick Smith ()
We welcome applications from people with caring responsibilities and flexible working options will be considered.
Proof of Right to work in the UK will be required for all applicants in accordance withUK Home Office requirements before any employment offer can be confirmed.
Job Description and PersonSpecification
We strive to advertise all roles for a minimum of two weeks. However due to high application volumes vacancies may close earlier than the stated deadline. We encourage you to submit your application without delay to ensure consideration.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
