Joining the Stockton Contact Centre Team as a Real Time Executive, you will analyse real time intraday queue performance, comparing available resource against staffing plan and report any discrepanices. You will take necessary action to optimise call handling and efficiencies and ensure SLAs are delivered.
Your observational skills and data gathering will enable you to identify and highlight deviations and improvement opportunities to enhance performance and efficiencies. You will be able to produce explanatory commentary, insights and recommendations to drive improvement.
Working mainly from home, we’ll provide you with the tools, training and tech to be able to work this way. You’ll need a quiet environment, away from regular home activities and a reliable internet connection. On occasion, you may need to be to travel to our Stockton Contact Centre, to attend meetings & training.
Joining us will not only provide opportunities for you to grow your career but also has the benefits of being part of an established but growing team, at a time of growth and new ventures.
We’re a company that’s moving at a fast pace so grab your passport and join us on this journey – the world of TUI awaits!
ABOUT THE ROLE
- Set skill priorities and adjust as needed
- Facilitate the best use of resources to meet the needs of SLA
- Maintain constant communication with agents and CC management team to influence call volume delivery, AHT or adherence against schedules
- Track, address and escalate work interruptions such as system issues
- Keep a daily log of events and actions taken
- Provide daily/intraday performance reports to the CC management team
ABOUT YOU
- Excellent analytical skills and experience in Contact Centre planning
- Highly skilled user of Microsoft office packages including excel
- Understanding of Contact Centre VOIP, ACD Telephony and workflow IVR
- Organised and detail orientated individual with strong analytical skills and an ability to monitor and analyse data to support call, web chat, email, and social media demand
- Ability to effectively interact with and influence all stakeholders including front line operational teams
- Excellent verbal and written skills
- Flexible to work shifts across a 7-day working week which includes evenings and weekends and able to support, on a rotational basis, the Contact Centre Crisis rota
ABOUT THE OFFER
- Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’
- Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
- Excellent rates with foreign exchange and discounts with retailers
- Discovery day – time to spend working at a local charity or community
- Pension scheme and life assurance
TUI is the UK’s largest tour operator, our key brands include TUI, First Choice, Marella Cruises and Crystal Ski Holidays. Our airline is the country’s third largest with 62 aircraft operating to over 88 destinations in 30 countries. We have a team of more than 10,000 employees serving over 6 million customers each year. We’re on a journey towards a more digital, connected and integrated future. But we haven’t arrived there yet. We believe that differences drive innovation and we’re encouraging an environment where diverse talent thrives and it’s our unique colleagues that will shape the future of travel.
If you want to know more about why TUI Group is the world’s leading tourism group, and our continuing work in the diversity & inclusion space, simply visit careers.tuigroup.com.
