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Job Title: Scheduling and Real Time Manager

Salary: Salary: £27,400 – £41,500 depending on skills and experience + annual bonus

Employer: SSE

Location: Cardiff

Job Category: Customer Service

Contract Type: Full-time / Permanent

Job Description

You’ll provide support to the contact centres and the Resource Manager to ensure there are accurate staffing levels to meet forecasted call volumes, and achieve target service levels.

You’ll manage a team of Resource Analysts, and take an active role in ensuring that all daily tasks are completed in line with agreed service level agreements. Additionally, you’ll support and develop the team to deliver a positive contribution to SSE.

Your Skills and Experience

You should have experience in Scheduling and Real Time management practices, ideally from a multi-skilled and multi-site contact centre. You’ll be able to demonstrate knowledge of Genesys WFM and call routing strategy support.

You should also have previous experience of managing and developing a team of analysts across different sites.

Our Company

Our Retail business is a market leader in supply of electricity and gas and in other energy-related services such as telecoms, broadband and boiler cover. We supply energy to more than seven million household and business account under our brands: SSE, SSE Scottish Hydro, SSE Southern Electric and SSE SWALEC in the Great Britain market and SSE Airtricity in the markets in Northern Ireland and the Republic of Ireland. At SSE, we’re committed to giving you excellent customer service and treating you fairly; we want to make life easier for you, find ways of saving you money, and be on hand to help when you need us the most, that’s our customer promise.

Our Benefits

We have an excellent benefits package as part of our offering. Here’s a few highlights;

– Generous holiday allowance (you can even buy additional holidays)

– Great share plans

– Group Pension Plan

– One day paid volunteering

– Tailored internal development opportunities

Closing date for applications is: Thursday 18th October 2018.

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