18 Call / Contact Centres jobs in Walsall

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, and we are committed 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.

Working for Birmingham City Council is more than just a job; it's about making life better for the 1 million plus people who live and work in the city., The Council is a fantastic place to work. You will find an organisation that is both challenging and supportive; with a leadership impatiently adventurous in its pursuit of excellence. There is a clear vision which is ensuring that the Council is working for communities today and building for tomorrow, we focus our resources on five key priorities:
• A Prosperous Birmingham: through a focus on inclusive economic growth, tackling unemployment, attracting inward investment, and maximising the benefits of the Commonwealth Games.
• An Inclusive Birmingham: through a focus on tackling poverty and inequality, empowering citizens, promoting diversity and civic pride, and supporting and enabling all children and young people to thrive.
• A Safe Birmingham: through a focus on making the city safer, safeguarding vulnerable citizens, increasing affordable housing, and tackling homelessness.
• A Healthy Birmingham: through a focus on tackling health inequalities, encouraging physical activity and healthy living, supporting mental health, and improving outcomes for adults with disabilities and older people.
• A Green Birmingham: through a focus on street cleanliness, improving air quality, continuing the route to net zero, and becoming a city of nature.
We see the Council's role as providing strategic leadership - that's being able to visualise a new future for the city and equipping others to share our vision. We want to ensure the provision of services for all, so we can support those least able to support themselves by working with partners and putting citizens and neighbourhoods at the heart of our decision-making. We are always looking for people who put the customer at the centre of their approach, with a commitment to excellence to help us achieve our vision. We will support you to develop and thrive in your role, building a pathway for long-term success, with lots of development opportunities, such as apprenticeships.

In return, we offer you excellent terms and conditions, generous annual leave, a great pension scheme, well-being support, annual travel passes and discounts at a number of city centre establishments.