Team: Customer Services
Job Family: CBG10 - Providing
Salary: £30,744 - £32,220 per annum, pro rata
Hours: 37 hours per week
Base Location: Watling House, Dunstable
Contract Type: Fixed-term contract until September 2020
Closing Date: 1st December 2019
Interview Dates: W/C 9th December 2019
More about the role:
Central Bedfordshire Council is a forward thinking, dynamic and ambitious organisation that wants to ensure the area continues to be a great place to live and work. At the heart of this is Customer Service.
This department gives customers access to Council services via online, telephone and face-to-face channels. It's the window to the Council and we strive for greatness in everything we do, whether it's a query about social care or bin collection.
In your role as Senior Resource Analyst you will determine resource requirements for all teams who deal with customer contact. You’ll also work closely with our Business Systems Analyst and Business Relationship Manager so that you are aware of any forthcoming changes to systems and process and how they impact upon customer demand.
You will be responsible for the forecasting of customer demand across various channels ensuring KPIs and SLAs are met on a daily, weekly and monthly basis. You will also actively manage the contact centre technology platform including Telephony (STORM) and Workforce Management (Teleopti) software. You will be in charge of maintaining and developing the management information reports that will drive performance and will also have Line Management responsibility for the Intraday Support Co-Ordinator.
We'll help you learn, develop and find your own greatness as you help secure a great reputation for the Council.
Central Bedfordshire Council has its vision and values that are integral to everything we do. Our area vision is to make Central Bedfordshire "A great place to live and work".
For an informal discussion about this position, please contact: John Lowe at email@example.com or call 0300 300 4324.
For queries related to the recruitment of this vacancy, please contact: The Recruitment Team at firstname.lastname@example.org or on 0300 300 8000.
Central Bedfordshire Council is an equal opportunities employer. We welcome enquiries from everyone and value diversity in the workplace. We are a Disability Confident employer, we are working to become a Disability Confident leader in our community.
To maintain a fair and consistent approach for applicants, it is Central Bedfordshire Council's policy to only consider applications made via our online application system and we therefore thank you for not submitting your application offline. If you do not have a CV to hand, please look on our website for a CV template that you can use to create your CV to apply for this role http://www.centralbedfordshire.gov.uk/jobs/work-here/application.aspx.