Job Description

Purpose

To ensure the operation works within given ratios and staffing level budgets To ensure tight management of utilisation metrics and processes are defined and followed To support the team and the operations To provide valuable information to the operation (e.g. Misuse of AUX, downtime ect...) Highlight/Flag risk areas.

Accountabilities

Work with the operation and business to ensure processes are followed and accurate staff information is held. Ensure team deliver effective scheduling and understand impacts on the wider business Work with operations to ensure processes & activities are managed in line with the client's processes, whilst taking into account what we need to deliver contractually. Ensure regular review of key people metrics; utilisation & shrinkages, commitment, AHT Ensure tight management of FTE requirements and inter-departmental moves in line with budgeted ratios and business requirements Ensure data held is compliant with DPA policies and sharing of any staff data is closely monitored and controlled. Develop and support team to ensure clarity of role and strong skills required to complete tasks Correct booking of segments (billable purposes)

Skills

Ability to work collaboratively with the operation and to ensure relationships are strong and help the business deliver key metrics Strong written and verbal communication and presentation skills; an ability to understand, analyse and explain complex problems Strong understanding of how an outsource call centre industry works. Attention to detail and ability to understand connectivity between pieces of information Effective decision-making skills which balance priorities of both our people and the business Ability to lead and support a small team to provide development, direction and clarity A keen interest in finding solutions and obtaining the data required to deliver An organised approach to own workload to ensure work can be re-prioritised / distributed as necessary

Qualifications

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Grade 12

Additional Information

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UK Shifts


Must have been in current role for MInimum of 1 year

Job Location

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