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Post by JoY on Jun 2, 2006 21:22:46 GMT 1
This jobs going if anyone wants to sort out the call centre??  ________________________________________ Performance Analyst 22195290 . Location: Colwick, Nottingham (NG4) . Salary: £18 - 20,000 per annum Company: Hillarys Blinds Ltd Job type: Permanent Date posted: 02/06/2006 21:00 Description: Hillary's, the UK's leading made-to-measure blinds specialist, are looking to recruit an experienced Performance Analyst to provide the development and delivery of Contact Centre performance management reporting structure for their modern contact centre based in Colwick, Nottinghamshire. The person: 1-2 years experience in an Analyst role in Call Centre environment Computer literate - intermediate in MS Excel, Word, Access, Powerpoint High standard of report production and format High degree of accuracy and attention to detail Ability to interpret, manipulate data and draw conclusions Understands the end user of reporting Workforce management experience - QMAX preferred Business Objects experience Call Centre telephony systems experience - Avaya Index preferred Role/Responsibilities: Objective - to provide the development and delivery of Contact Centre performance management reporting structure Duties: Provide accurate reporting to the business with regard to Call Volumes, KPI performance etc Provide support to the management team with ad hoc KPI reporting/analysis on performance areas Build relations with the Contact Centre management team to understand reporting requirements and to assist in improvements Be proactive and take a lead in the understanding of Contact Centre reporting within the business Develop systems and methodologies to monitor and report performance Identify trends in performance, draw conclusions from manipulating data and report back to management team Provide the management team with recommendations from analysis of all reporting completed Provide reporting on sickness, holidays, lateness, turnover and other absenteeism on a monthly basis to the management team Produce weekly and monthly Individual Performance Monitor reporting for the Team Leaders and Managers Ensure all data is accurately maintained on all systems and reports Provide Analyst assistance for Contact Centre projects |
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Post by RED on Jun 2, 2006 21:47:09 GMT 1
Joy.
I could improve the overall performance in one month.
Just ask all advisors that want to go back to taking their own leads and when they want to start and presto. Sales through the roof.
Red
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Post by hereticus on Jun 2, 2006 21:52:05 GMT 1
Why can't they break the mould and just advertise for someone with common sense who cares ?
What the call centre really needs is delivery of quality response, so surely the empasis should be on supervision and training, not ever more analysis ?
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Post by Augustus on Jun 2, 2006 21:53:29 GMT 1
I'm sure it was one of the things that came up from the Jan meetings - jobs advertised to us all ?
either way - not enough money for me !
P.
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Post by RED on Jun 2, 2006 22:47:49 GMT 1
Why can't they break the mould and just advertise for someone with common sense who cares ? What the call centre really needs is delivery of quality response, so surely the empasis should be on supervision and training, not ever more analysis ? Not sure about that Hereticus, we will have to get a monthly report on it and then run it through the main frame number cruncher before sending it to a spreadsheet for further analysis. Then massage the figures a little and you may be right. No sorry its not, or is that yes it isn't. Puter says nooooo. Overload immanent. Analyze, Analyz, Analy, Anal. Thats it. The answer is Anal. Its all ANAL. The ever so slightly cracking up due to CLG, Red Red |
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dolly
Full Member
Posts: 243
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Post by dolly on Jun 2, 2006 22:53:34 GMT 1
Maybe we should all apply  They might get the message that something is wrong then. |
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Post by desmorse on Jun 2, 2006 23:11:26 GMT 1
Just look at the salary - £18k-£20k  I bet even RED earns more than that, even after paying his fitter ;D Most shop floor workers earn more than that, so what are they going to get? Someone straight from NVQ training I should think, certainly not an experienced professional. And that just about sums up why we're having so many problems |
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Post by RED on Jun 2, 2006 23:24:58 GMT 1
No Sorry GVM.
Just had my accounts done and I actually earn less than that.. before paying my fitter.
Big drop from 35k plus and monthly bonus before CLG kindly took over my diary.
Good of them to drop my income so much wasnt it.
Red
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Post by desmorse on Jun 2, 2006 23:29:06 GMT 1
Joy. I could improve the overall performance in one month. Just ask all advisors that want to go back to taking their own leads and when they want to start and presto. Sales through the roof. Red Sorry, Red, but I'd hate to go back to home phone numbers. I'd rather try and work with Hillarys to improve the service they offer. Several reasons ....... I'm 1 of 7 advisors covered by the same newspaper. Whoever gets first in the ad, gets most leads. Think of arguments and sucking up to FSMs. Rotation wouldn't work for 2 reasons - some of us are full time, others part time and Hillarys would never get it right anyway. Don't want the phone ringing all day and all night. New advisor put to top of ad to get them up & running We'd probably go back to Hillarys/Albany/Wholesale so smaller ads and local company would then say all 3 AND THEM are part of the Hillarys group, so no need to get other quotes Customers booked 2 or 3 of us, so more cancellations Phone ringing when I'm on holiday/day off When an ad was stopped for a couple of weeks holiday, it took weeks to get it back in If Hillarys are only paying £18k for an analyst, they pay even less for phone answerers - pay peanuts and get monkeys. There are some good, long termers there, but far too many temporary and short term staff who really don't give a sh1t as long as they get their £4.50/hour and bonus. |
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Post by RED on Jun 2, 2006 23:44:19 GMT 1
Joy. I could improve the overall performance in one month. Just ask all advisors that want to go back to taking their own leads and when they want to start and presto. Sales through the roof. Red Sorry, Red, but I'd hate to go back to home phone numbers. I'd rather try and work with Hillarys to improve the service they offer. Several reasons ....... I'm 1 of 7 advisors covered by the same newspaper. Whoever gets first in the ad, gets most leads. Think of arguments and sucking up to FSMs. Rotation wouldn't work for 2 reasons - some of us are full time, others part time and Hillarys would never get it right anyway. Don't want the phone ringing all day and all night. New advisor put to top of ad to get them up & running We'd probably go back to Hillarys/Albany/Wholesale so smaller ads and local company would then say all 3 AND THEM are part of the Hillarys group, so no need to get other quotes Customers booked 2 or 3 of us, so more cancellations Phone ringing when I'm on holiday/day off When an ad was stopped for a couple of weeks holiday, it took weeks to get it back in If Hillarys are only paying £18k for an analyst, they pay even less for phone answerers - pay peanuts and get monkeys. There are some good, long termers there, but far too many temporary and short term staff who really don't give a sh1t as long as they get their £4.50/hour and bonus. Thats the nut and bolts of the problem, Large turnover of staff so they never get to take anything in before they leave and are replaced with a new one. I think diary booking works for some and not for others. The principle is sound and very innovative but the input from the human element just mucks it all up. We have people sending us out to wrong addresses, to people that want what we dont do, to being sent to the same street almost 3 nights in a row. Then we have the upper management thinking it takes 1 and a half hours to do 4 conservatory verticals but only 45 Min's to do a full house and travel to your next call. We have fsms telling us to add more slots, we have area managers altering how long it takes to go to a slot reducing our availability. We have CLG telling people, you will be there at 4.00pm on the dot. We have things going in our diaries we dont want and things coming out we did want. The list is endless. I am glad it works for you, truly I am but it never worked for me the first time and it certainly is not working now. Red |
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Post by desmorse on Jun 3, 2006 8:41:31 GMT 1
We have people sending us out to wrong addresses, to people that want what we dont do, to being sent to the same street almost 3 nights in a row. Then we have the upper management thinking it takes 1 and a half hours to do 4 conservatory verticals but only 45 Min's to do a full house and travel to your next call. We have fsms telling us to add more slots, we have area managers altering how long it takes to go to a slot reducing our availability. We have CLG telling people, you will be there at 4.00pm on the dot. We have things going in our diaries we dont want and things coming out we did want. The list is endless. Red apart from that, everythings fine then ;D ;D ;D ;D ;D ;D ;D ;D ;D ;D |
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Post by farmer on Jun 3, 2006 19:09:25 GMT 1
No Sorry GVM. Just had my accounts done and I actually earn less than that.. before paying my fitter. Big drop from 35k plus and monthly bonus before CLG kindly took over my diary. Good of them to drop my income so much wasnt it. Red yes me too. When divided betwen the wife and I, holidays, sick pay, etc etc, we aint on much more than that. This is why we are all thinking of jacking in, cos for the hassle it is becoming nigh on impossible. Take today, thought i would open up diary for today to be a good boy. 1st call.....velux roller GGL mo6,,, quote was all she wanted, told em on the phone. 2nd call... quoted 3 romans, £435...."we were told 3 for 99 on the phone"....! 3rd call.........7x 35mm venetians, £1400. Had to reduce to £800 'cos my old mate Mike Goldrick blinds had allready been. Nowt to worry. i know they are all going to be faultless, and i will be able to fit 1st time.....................(Not) 4th call....... not in 5th call ......not in 6th call..... ooh lovely down scrotum street, sold 4 for £129. Some little bastard playing football with his mates has kindly knocked my wing mirror off !!!!!!!!! 7th call had to discount because original advisor "no show" 8th call nice easy bellini cream roller £91. trouble is call centre said i would take down the 3 existing wood venetians, to fit the roller behind them, and then refit the venetians, all for the price of the roller. 9th call not in Is it all worth it i ask. So by the time i have repaired the wing mirror, i might as well have stopped at home all week. To top it all, all 6 calls i have recieved from service centre today have been about when will i be fitting terminated advisors blinds. what the hell is going on at head office, notice its gone quite. |
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I bet even RED earns more than that, even after paying his fitter ;D