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Real Time Adherence Specialist

Job Type
9 Sep 2020

Here at CDSL, our aim is to be the first choice for home appliance after sales service, spare parts and accessories.

With fifty years' experience behind us we are the largest independent home appliance and spare parts distribution organisation within the UK working with a number of household brands including Whirlpool, Hotpoint, Hoover and Bosch to name a few!

We have an exciting opportunity for a Real Time Adherence Specialist to join our fast paced Contact Centre. The role will involve:

  • Improving utilisation by monitoring adherence to QMAX schedule: lunches, meetings, training and any offline activities
  • Real Time monitoring agent status's, alerting team manager (or live with agent) any excessive average handling time
  • Monitoring wall boards, call queues, emails queues and live chat and effectively move resource to maintain service levels
  • Providing hourly performance updates
  • Approving requests for unplanned offline activities, considering impacts to service levels
  • Reporting any anticipated risks to current and future resource and scheduling
  • Maintaining up to date skills matrix and arrange training with Learning and Development to multi skill resource
  • Identifying trends, comparing forecast and actual to improve resource efficiencies

As a Real Time Adherence Specialist you will need:

  • A good working knowledge of QMAX
  • Working knowledge of the Mitel 3300 system
  • Ability to analyse data and to take action on findings
  • Ability to remain calm in situations with multiple demands
  • Use of Workforce Management System
  • Ability to make proactive decisions
  • Good eye for detail
  • Excellent interpersonal skills

What we offer:

  • 31 days annual leave (including bank holidays)
  • Free onsite parking
  • Pension scheme
  • Access to over 250 discounts including high street and online shopping, travel, technology, entertainment, food and drink and many more via Perkbox
  • Potential to win access to Football tickets for Birmingham City home games
  • Staff discounts on all products

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  • Job Reference: 172662189-2
  • Date Posted: 9 September 2020
  • Recruiter: Connect Distribution Services Ltd
  • Location: Birmingham
  • Salary: On Application
  • Sector: Consulting & Corporate Strategy
  • Job Type: Permanent