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Resource & Real Time Coordinator in Birmingham at SK:N Clinics

Date Posted: 5/30/2018

Job Snapshot

Job Description

Resource & Real Time Co-ordinator (call Centre)

Up to £22,000 + Bonus + Pension + 33 days annual (inc. Bank Holidays) + Staff Discounts

Birmingham - B15 3AA

A bit about us and why we need you.

Treating over 25,000 clients each month through a nationwide network of 48 clinics, sk:n is the UK’s leading provider of advanced skin treatments.   We have a truly recognisable brand which has been   carefully built over 25 years on the foundations of efficacy, knowledge and trust.   Simply put, our aim is to give people greater self-confidence through better skin.  Whether we’re getting rid of unwanted hair, treating acne, removing blemishes or reducing the signs of ageing, we change lives every day and it’s something we’re extremely passionate about.  It’s an exciting time, we’re expanding our clinic network and we now require a Real Time Coordinator to ensure our Contact Centre team provide outstanding customer service whilst achieving KPI’s and SLA’s.

The Opportunity

Reporting to the Head of Contact Centre Operations, you’ll provide both ‘real-time’ and reflective analysis to inform operational decision making and enable the efficient management of advisor availability so that KPI’s and SLA’s can be met or exceeded.  Ultimately, the customer journey will be at the heart of everything you do!

Role and Responsibilities

  • Provide real-time ‘intraday’ analysis enabling shift leaders to manage call spikes, limit the effect of absence on SLA’s and abandonment rates. Co-ordinating off the phone activity requests, such as administrative time, meetings and ad hoc staff one to one’s if applicable, ensuring all KPI’s are still achieved.
  • Analysis trends in call volumes, enquiry rates and reasons for non-conversion in order to provide relevant feedback to the wider business, taking remedial action and contributing to the regular review of the forward planning process.
  • Responsibility for ‘on the day’ operational updates to give a view on revised service level predictions and potential scenarios based on real-time performance and thus enabling shift managers to make informed management decisions.
  • Provide a central control for departmental attendance, ensuring adherence to rotas and short term holiday agreements, lieu time, compressed time, breaks and lateness.
  • Ensuring that all advisors follow policy and protocol in relation to absence, annual leave and quality measures.
  • Attend and contribute to daily performance meetings, looking at the previous and current day’s performance. Feedback observations from ‘the floor’, and suggest areas for improvement.
  • Work seamlessly with shift managers to understand variances in terms of demand volumes received, and variances in AHT and service levels.
  • To use initiative and experience to make informed, timely decisions ensuring the smooth running of the Contact Centre and challenge inappropriate activity and behaviour to ensure shared SLA’s and KPI’s are met or exceeded.
  • To manage all customer contacts in line with regulatory requirements.
  • Working closely with closely with Contact Centre management team and wider business to ensure delivery of an outstanding customer experience, giving sk:n a distinct competitive advantage.
  • You’ll also act as a Duty Manager when required to oversee the Contact Centre.

Job Requirements

What we’re looking for in you?

  • Significant experience of managing real-time ‘intra-day’ Contact Centre performance against KPI’s, SLA’s in a fast paced and pressurised environment.
  • A thorough understanding of call centre dynamics, performance measures and processes.
  • Knowledge of workforce management tools such as Siebel, CC6, Avaya, Verint, Injixo, IEX and Keyfax.
  • Strong planning and time management skills are essential combined with excellent PC skills including Microsoft Word, Excel, Power Point and Visio.
  • Highly numerate with experience of gathering, interpreting and analysing complex information and data.
  • The ability to communicate effectively with individuals at all levels is essential.
  • You’ll have a flexible approach to working hours with a high degree of energy, drive and enthusiasm demonstrating a clear passion for the customer’s experience.
  • The successful candidate will self-motivated, team oriented, with the confidence to use their initiative and the ability to plan and prioritise multiple tasks whilst working to tight deadlines.

The job holder will work within the Contact Centre at Birmingham. The job holder will need to work flexibly between 8am to 9pm Monday to Friday, 8am to 6pm Saturday and Sunday on alternate weekends.