Contact Centre Systems and Workforce Specialist

Contact Centre Systems and Workforce Specialist About Us ATG Entertainment is proud to stand at the forefront of the live entertainment industry. Our expertise and capabilities enable producers and other creatives to bring their visions to life and create unforgettable performances for audiences, presented in our landmark venues and delivered with exceptional hospitality. It is the passion of our teams, that cover every discipline across the live entertainment industry, that underpins our continuing strategic growth and success. We offer the following benefits for this role:

• myStrength Mental Wellbeing App
• WeCare Support Services
• Theatre Tickets (Subject to Availability)
• ATG+ Membership
• Staff Discounts
• Pension
• Access to ToothFairy - Dental access and guidance from home
• Opportunities for internal progression/secondments to other departments within the Group
Role Description You'll report to the Head of Contact Centre and be responsible for the Assistant Resource Planner. You'll also work closely with the wider contact centre and ticketing teams. Key examples of your responsibilities in this role are:
• Manage and maintain contact centre software applications, including automatic call distributors (ACDs), interactive voice response (IVR) systems, chat platforms, and workforce management tools.
• Liaise with third-party vendors and service providers to ensure smooth operation of contact centre systems. Manage vendor relationships, service agreements, and performance metrics.
• Monitor system performance and health in real-time. Identify and resolve technical issues promptly to minimize service disruptions.
• Oversee the analysis of contact centre data and metrics to gain insights into agent performance, customer behaviour, and operational efficiency. Use data to drive decision-making and process improvements. Present data to Head of Contact Centre and further stakeholders.
• Ensure that contact centre systems comply with data protection regulations and security best practices. Implement measures to safeguard customer data and maintain system integrity.
• Focus on improving the user experience for both customers and agents by implementing intuitive interfaces, self-service options, and efficient routing strategies.
• Along with the Head of Contact Centre, collaborate with finance teams to align staffing plans with budgetary constraints and goals.
A full list of role responsibilities is available in the job description file on the ATG careers page. Your skills, qualities, and experience We welcome transferable skills from other industries. If you can demonstrate many of the essential skills, qualities and experience we encourage you to apply. We are able to provide training where necessary. Essential:
• Excellent leadership and team management abilities
• Superior written communication skills
• The ability to multi-task and stay organised.
• Experience in customer service and engagement approaches
• Knowledge of automatic call distributors (ACDs), interactive voice response (IVR) systems, chat platforms, and workforce management tools.
• Experience analysing data and preparing reports to key stakeholders
• Experience managing staffing plans to align with budget and business goals
Interested? Please click on the link to view our full Job Description! We are a Disability Confident Committed Employer, which means that we are taking action to ensure that people with disabilities and long-term health conditions feel supported, engaged and able to fulfil their potential in the workplace. We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they best meet the essential criteria for the role. Where we receive more applications than we are reasonably able to interview for any given role, we will retain applications for the next available interview opportunity wherever possible. If you'd like to discuss accessibility prior to applying, please review our job description where you will see a contact e mail address to request a confidential discussion. We are proud to be an equal opportunity employer and strive to provide a stage for everyone. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture. Find out more about us and our values at atg.co.uk and careers.atg.co.uk

We welcome transferable skills from other industries. If you can demonstrate many of the essential skills, qualities and experience we encourage you to apply. We are able to provide training where necessary. Essential:
• Excellent leadership and team management abilities
• Superior written communication skills
• The ability to multi-task and stay organised.
• Experience in customer service and engagement approaches
• Knowledge of automatic call distributors (ACDs), interactive voice response (IVR) systems, chat platforms, and workforce management tools.
• Experience analysing data and preparing reports to key stakeholders
• Experience managing staffing plans to align with budget and business goals
  
  ATG Entertainment is proud to stand at the forefront of the live entertainment industry. Our expertise and capabilities enable producers and other creatives to bring their visions to life and create unforgettable performances for audiences, presented in our landmark venues and delivered with exceptional hospitality. It is the passion of our teams, that cover every discipline across the live entertainment industry, that underpins our continuing strategic growth and success.
  
  We offer the following benefits for this role:
• myStrength Mental Wellbeing App
• WeCare Support Services
• Theatre Tickets (Subject to Availability)
• ATG+ Membership
• Staff Discounts
• Pension
• Access to ToothFairy - Dental access and guidance from home
• Opportunities for internal progression/secondments to other departments within the Group