Job Summary:

You will be responsible for overseeing all work flow and telephony queues, and associated work requirements to ensure all the targets are met.

Responsibilities:

* To ensure that workload is fairly distributed to achieve the centre targets and ensure any penalties are kept to a minimum.
* To assign work flow items to the appropriate Call Agent
* To monitor individuals’ queues and reassign workload in case of absence.
* To skill agents where necessary to handle waiting calls.
* To monitor telephony queues spikes and ensure that workload is fairly distributed.
* To produce accurate and detailed reports and be able to summarise the information within the report.
* You may be required to assist in Real Time Monitoring of the through the use of IEX and Avaya.
* To take ownership of system issues and manage their resolution through IT Services or escalate where necessary.
* To assist in compilation and submission of statistics as and when required.

Contact details

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