10 Call / Contact Centres jobs in Northampton, Worcestershire

We are now seeking an experienced Workforce Scheduling Controller, to join us on a permanent basis at our Redditch office. Your new role will be within our Central Operations Planning team, where you'll be covering a multitude of clients. You'll receive work orders via various systems, you'll manage and schedule engineers through our scheduling system in accordance with the agreed set SLAs and KPIs. You'll be liaising between our field-based engineers and client premises ensuring you allocate the correct skilled engineer to attend to the job, considering the store requirements, engineers' location, and priority of the job through to availability. You'll be a proactive and solution-focused individual, as you'll be handling various requirements which could be anything from dealing with a power cut which requires an engineer within 2 hours, to reactive maintenance work where you'll need to schedule an engineer within 720 hours or legislative work against critical KPI's You'll already be used to working against set SLAs and KPIs, therefore, it is essential you are SLA/KPI driven with a passion to deliver and succeed. You'll be resilient, tenacious, and confident when dealing with Engineers, you'll be able to manage challenge and persuade with ease ensuring you are achieving the best solution for the customer. Our ideal candidate would have extensive knowledge of scheduling and be able to work on their own initiative. You'd have excellent administrative and time management skills, gained within a fast-paced time-pressured environment with the ability to adapt to change quickly. You'd be an advocate for continuous improvement, looking for ways to simplify and improve processes/results to ensure the customer receives the best resolution. Your key stakeholders will be all Field Operational Managers, Engineers, various clients, and Helpdesk colleagues. Your new team will consist of Schedulers, Senior Customer Support colleagues, Team Managers and Operations Managers. This is a 40-hour per week working 7am - 7pm across 7 days, as flexibility is required for this role.

Do you enjoy communicating with various stakeholders? Do you thrive on delivering on set SLAs/KPIs? Do you want to provide the best customer service?, For this role you could have this experience within any industry and sector but with an aptitude to learn quickly new processes within the Facilities Management world - What is key is that you are confident, have the experience and are adaptable to all technology solutions, Disability Confident About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .

• Salary: Up to £29,517 per annum, depending on experience
• Up to 4% discretionary bonus scheme, subject to achievement of targets
• 25 days annual leave + Bank Holidays
• Generous contributory pension scheme of matched contributions between 5% and 6%
• Life Assurance
• Learning & Development opportunities
• Funded Training Sponsorship Scheme
• Cycle to Work Scheme
• Healthshield Scheme
• Up to 10% off B&Q/ Trade Point
• 20% off Nuffield Fitness and Wellbeing Centres