System & Resourcing Manager
Function: Customer Contact Centre (On Trade)
Location: Edinburgh, Broadway Park
Salary: Up to £49,178 Plus 35 days' holiday, Bonus, Double Matched Pension (up to 10%), Life Assurance (x5 salary), Private Healthcare, Monthly Heineken Product Allowance and much more
WHY FIT IN, WHEN YOU CAN STAND OUT?
We're proud to be the UK's leading pub, cider and beer company. With over 2,000 colleagues employed across the UK, we offer fantastic opportunities for people with talent and drive. From brewing to sales and marketing, from logistics to finance, IT and HR - there's much more to our business than you might imagine.
Our unrivalled portfolio of brands includes Foster's, Strongbow, John Smith's, Bulmers, Desperados and of course the world-renowned Heineken® and, with 3000 pubs, we are one of the UK's leading leased pub businesses and a passionate supporter of the great British pub.
We've ambitious goals. And we know it's the expertise and enthusiasm of our people that fuels our growth. Right now we're looking for an outstanding System & Resourcing Manager to join our team.
Reporting into the Trading Development Manager, The System & Resourcing Manager is responsible for the smooth day to day operation of the contact centre, ensuring that our resources are allocated to achieve contact centre metrics and our contact centre solution is optimised to maximise efficiency.
You'll lead a small team to deliver workload allocation, forecasting, holiday utilisation and absence management for the entire contact centre, ensuring that we benchmark to remain relevant in this competitive marketplace.
You will design, deliver and support our innovative customer experience solution (Genesys Pure Connect Cloud), ensuring all resourcing and routing practices are delivered to a high standard whilst maintaining system stability and high service levels.
You will interact with Genesys to maintain stability and ensure system issues are dealt with quickly, delivering an excellent experience to our customers and end users.
Key responsibilities include; people management of reporting and resourcing staff, call flow design and support, monitoring inbound queues and outbound campaigns, analysing call trends and planning work force management effectively.
We are looking for people with strong experience with workforce management software (eWFM, IEX, Verint ect) that includes forecasting, scheduling and real time adherence functionality. Experience working with Genesys Pure Connect Applications or comparable systems is highly preferred.
PRIDE IN WHO WE ARE, PASSION FOR WHAT WE DO
If you'd like to stand out, rather than fit in, we'd love to hear from you.
Closing date 25th May 2018
Job Segment: Manager, Marketing Manager, Cloud, Call Center, Management, Marketing, Technology, Customer Service