Job Responsibilityo Real Time Monitoring: o Monitor and affect the SLA performance throughout the day, to achieve strategic targets and support business objectives. o Deploying effective and appropriate interventions, in line with the pre-agreed escalation matrix, on the day. As well as maintaining, updating and being an SME, on the Real-Time Intervention Toolbox. o Support ongoing business and technology outages, adding value to the incident management process through real-time impact assessment and coordinating work-around / fix implementation. o Alerting & Reporting: o Managing on the day communications to key stakeholders at all levels, alerting of current service challenges and opportunities. o Building and distributing insightful reporting, tailored to the intended audience. o Complete Work Requests and Ticketed Work Items: o Actioning Genesys Agent skill changes, in line with policy and timelines. o Enhancing the deployment of the Genesys CCaaS solution through change work requests. o Being an SME on the operational escalations & contingency processes, maintaining and updating the elements of these that relate to Real-Time Management. o Stakeholder Engagement: o Participate with added value in meetings and engagements with key stakeholders (e.g. CEG tech Team, CST Service Delivery Managers and wider WFM team). o Other non-core tasks: o Support new team members and interns. o Other activities as defined by Team Manager and WFM Manager.
o A passion to support, help and do the right thing. o Experience in monitoring contact centre queues and resources, with recent focus on Real Time Monitoring o A curios mind with a good ability to understand technical concepts. o A proactive attitude towards both adapting and instigating change. o Good written & verbal language/communication skills, with fluency in MS Office applications (particularly excel). o High level problem solving / analytical reasoning and relationship building skills o Have a good understanding of Contact Centre concepts and metrics including Contact centre efficiency and productivity metrics as well as customer service levels. It's Great If You Have: o Working knowledge of Genesys (or other) CCaaS routing technology. o Working knowledge of Verint Impact 360 Workforce Optimisation or other WFM / Scheduling software
Job RequirementsJob Benifits
