Well you're probably right... I was a little vague with what I do.
As I said, there are three of us on exactly the same job role. We deal with real-time queue management - 100+ agents across three skills. We build the forecasts for the department and schedule for it. We deal with holiday, overtime requirements & budgets, and are first point of call for agents who are sick. We keep headcount data, report on lateness and sickness hours lost, and all other vital statistics, which we forward to our Manager and the Contact Centre Manager both of whom have managed sucessfully never to manage either of us.
In amongst all that we've managed to get lumped with booking meetings, dealing with headsets, sending comms to the floor, agent queries, and any other thing that noone else wants to do. Oh, and booking taxis on the odd occassion.
The starting salary is and always has been £16500. Commission can be £150/month, dependant on whether performance is good. "Good" has not been defined. |