Systems & Resourcing Executive at HEINEKEN

About the Role

You’ll use workforce management tools to support the Customer Care Management Team in optimising the effective and efficient use of resources to meet overall Customer demand and business SLAs through having the right people, in the right place, at the right time, doing the right thing.

You’ll be responsible for the day-to-day administration and ongoing development of the contact centre interaction system - Genesys Cloud.  Working as part of a team to deliver: planning, forecasting, intelligent scheduling and real-time interventions for the Customer Care contact centre, whilst ensuring they’re connected to the contact centre marketplace externally, to keep the Customer up-to-date and relevant in its processes and procedures. You’ll also be responsible for our call-flows and getting the most from our technology by constantly looking for opportunities to innovate and automate our ways of workings keeping customer experience front and centre of everything we do.

Some of the challenges in this role: 

• Maintaining the Contact Centre service levels across all queues
• Development of the Genesys Cloud system
• Avoiding system failures
• Incident Management activities 
• Optimising resource while driving automation and efficiency

About the experience we’re looking for: 

• Experienced Administrator of contact centre or cloud based technology – desirable but not essential
• Experienced in building call-flows (Genesys Cloud preferred but not essential)
• Strong learning agility
• Strong stakeholder management skills
• Attention to detail
• Logical thinker
• Strong MS office skills – particularly excel
• Customer-centric approach