Department: Customer Services Reports to: UK Resource Planning Manager Location: Sunderland, North-East England Salary: £45,000 The Opportunity Our Real Time Analytics Lead is a key member of the WFM leadership team, responsible for leading a team of real time analysts. In real time, you and your team will optimise contact centre performance across the hours of operation, balancing meeting demand to deliver on contact centre KPIs with employee engagement factors that will contribute to higher tenured staff who are more engaged with the business. Ahead of the operating day you lead work with operations, technology and other planning teams to establish and maintain your real time toolkit, refining in advance of each operating day what levers you can pull to what extent under what conditions. You will seek analysis and insight from supporting teams to evaluate performance of your real time efforts on all relevant measures, proposing/creating new tool kit components where opportunities present to improve performance of both your team and the contact centre. You will build solid relationships with our internal cross-functional team including planning and operations but also with technology to deliver real time support during times of platform outage or other technology incidents. Key Responsibilities ● Set the strategic direction of your team and manage overall delivery of real time and operational metrics of the business. ● Work with key stakeholders to ensure WFM initiatives and priorities are aligned and delivered to meet KPI requirements addressing at least: supply:demand balance, employee satisfaction and attrition levels ● Work with the onsite and remote WFM team to provide real time playbook alignment for the business. ● Responsible for driving achievement of real time metrics ● Brief management on status of WFM functions and metrics ● Coordinates with Operations (Team Leaders, Operational Managers, etc.) to ensure WFM processes and practices are in place and properly executed. ● Determine policies and procedures. ● Identify and leverage best practices, ● Ensure effective use of resources and automated systems. ● Implements productivity and revenue increase by driving efficiency and other related metrics and initiatives. ● Act as an escalation point to address and resolve real time support matters for the business. ● Manage and ensure delivery of the executions of real time plans, ensuring the onsite and remote team is meeting deliverables and deadlines. ● Manage the ongoing development of the onsite RTA Teams (Employee satisfaction, upskilling). Required skills and experience Your Profile & Experience Demonstrate a clear understanding and first-hand experience of workforce management principles and real time processes in the following primary functional areas: ● Real Time Management 2 years - Must have practical experience ● Real Time Supervisor 1 year - Must have practical experience ● Real Time Reporting and demonstrates best practice. ● Demonstrates knowledge and experience of WFM Applications (in particular Teleopti) / Call centre tools / ACD Switch etc ● Prior experience in a management capacity - able to lead, engage and motivate a team of RTAs. ● MS Office: Advanced Excel, experiences using other MS applications. ● Google Docs: Experience using Google Sheets. ● Practical Experience of WFM Applications (in particular Teleopti). ● Knowledge of reporting tools and processes. ● Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
Apr 22, 2021
Full time
Department: Customer Services Reports to: UK Resource Planning Manager Location: Sunderland, North-East England Salary: £45,000 The Opportunity Our Real Time Analytics Lead is a key member of the WFM leadership team, responsible for leading a team of real time analysts. In real time, you and your team will optimise contact centre performance across the hours of operation, balancing meeting demand to deliver on contact centre KPIs with employee engagement factors that will contribute to higher tenured staff who are more engaged with the business. Ahead of the operating day you lead work with operations, technology and other planning teams to establish and maintain your real time toolkit, refining in advance of each operating day what levers you can pull to what extent under what conditions. You will seek analysis and insight from supporting teams to evaluate performance of your real time efforts on all relevant measures, proposing/creating new tool kit components where opportunities present to improve performance of both your team and the contact centre. You will build solid relationships with our internal cross-functional team including planning and operations but also with technology to deliver real time support during times of platform outage or other technology incidents. Key Responsibilities ● Set the strategic direction of your team and manage overall delivery of real time and operational metrics of the business. ● Work with key stakeholders to ensure WFM initiatives and priorities are aligned and delivered to meet KPI requirements addressing at least: supply:demand balance, employee satisfaction and attrition levels ● Work with the onsite and remote WFM team to provide real time playbook alignment for the business. ● Responsible for driving achievement of real time metrics ● Brief management on status of WFM functions and metrics ● Coordinates with Operations (Team Leaders, Operational Managers, etc.) to ensure WFM processes and practices are in place and properly executed. ● Determine policies and procedures. ● Identify and leverage best practices, ● Ensure effective use of resources and automated systems. ● Implements productivity and revenue increase by driving efficiency and other related metrics and initiatives. ● Act as an escalation point to address and resolve real time support matters for the business. ● Manage and ensure delivery of the executions of real time plans, ensuring the onsite and remote team is meeting deliverables and deadlines. ● Manage the ongoing development of the onsite RTA Teams (Employee satisfaction, upskilling). Required skills and experience Your Profile & Experience Demonstrate a clear understanding and first-hand experience of workforce management principles and real time processes in the following primary functional areas: ● Real Time Management 2 years - Must have practical experience ● Real Time Supervisor 1 year - Must have practical experience ● Real Time Reporting and demonstrates best practice. ● Demonstrates knowledge and experience of WFM Applications (in particular Teleopti) / Call centre tools / ACD Switch etc ● Prior experience in a management capacity - able to lead, engage and motivate a team of RTAs. ● MS Office: Advanced Excel, experiences using other MS applications. ● Google Docs: Experience using Google Sheets. ● Practical Experience of WFM Applications (in particular Teleopti). ● Knowledge of reporting tools and processes. ● Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
Operations Real Time Delivery Partner. (Contact centre) Location: Slough - Warwick - Home working with attendance at site when required. The role of a Real Time Delivery partner will provide 'finger on the pulse' analysis and decisions to enhance, protect or control the KPI delivery in the contact centre for all work streams. You will work across accounts (if required), across multiple channels to partner with the operation and consult with operational decision making groups to enable the efficient management of advisor availability or utilisation so that KPI's and SLA's and operationally efficiency can all be achieved or balanced. Your main responsibilities will be: Utilise 'Real time' data feeds to support effective controlled decisions within the agreed operating framework to be made to enhance and manage the delivery of the plan. Providing on the day & real-time 'intraday' analysis enabling the contact centre leadership team to manage unexpected changes to the plan including call spikes and actively working to limit the impact limit the effect of absence on SLA's and performance KPI's. Co-ordinating off the phone activity and managing 'off-phone' activities to ensure adherence and conformance to the agreed plan. Analysing trends in call volumes to provide relevant feedback to the wider business, planning and scheduling teams, taking remedial action and contributing to the regular review of the forward planning process. Producing snapshot MI and data to support decision making within the operation. Effective use of WFP & telephony technologies to assist in the delivery of Operational KPI's. Responsibility for 'on the day' operational updates to give a view on revised service level predictions and potential scenarios based on real-time performance and thus enabling shift managers to make informed management decisions. Providing a central control and WFM input for departmental attendance, ensuring adherence to rotas and short term holiday agreements, lieu time, compressed time, breaks and lateness. Key Skills and experience: Previous experience of real-time 'intra-day' management within a contact centre environment A thorough understanding of call centre dynamics, performance measures and processes. Knowledge of workforce management tools & telephony platforms with specific focus on Real time management tools and mechanisms. Experience working with NICE IEX and Genesys. Strong planning and time management skills. Highly numerate with experience of gathering, interpreting, presenting information and data to tell the 'story' of the plan delivery and outcomes.
Apr 18, 2021
Full time
Operations Real Time Delivery Partner. (Contact centre) Location: Slough - Warwick - Home working with attendance at site when required. The role of a Real Time Delivery partner will provide 'finger on the pulse' analysis and decisions to enhance, protect or control the KPI delivery in the contact centre for all work streams. You will work across accounts (if required), across multiple channels to partner with the operation and consult with operational decision making groups to enable the efficient management of advisor availability or utilisation so that KPI's and SLA's and operationally efficiency can all be achieved or balanced. Your main responsibilities will be: Utilise 'Real time' data feeds to support effective controlled decisions within the agreed operating framework to be made to enhance and manage the delivery of the plan. Providing on the day & real-time 'intraday' analysis enabling the contact centre leadership team to manage unexpected changes to the plan including call spikes and actively working to limit the impact limit the effect of absence on SLA's and performance KPI's. Co-ordinating off the phone activity and managing 'off-phone' activities to ensure adherence and conformance to the agreed plan. Analysing trends in call volumes to provide relevant feedback to the wider business, planning and scheduling teams, taking remedial action and contributing to the regular review of the forward planning process. Producing snapshot MI and data to support decision making within the operation. Effective use of WFP & telephony technologies to assist in the delivery of Operational KPI's. Responsibility for 'on the day' operational updates to give a view on revised service level predictions and potential scenarios based on real-time performance and thus enabling shift managers to make informed management decisions. Providing a central control and WFM input for departmental attendance, ensuring adherence to rotas and short term holiday agreements, lieu time, compressed time, breaks and lateness. Key Skills and experience: Previous experience of real-time 'intra-day' management within a contact centre environment A thorough understanding of call centre dynamics, performance measures and processes. Knowledge of workforce management tools & telephony platforms with specific focus on Real time management tools and mechanisms. Experience working with NICE IEX and Genesys. Strong planning and time management skills. Highly numerate with experience of gathering, interpreting, presenting information and data to tell the 'story' of the plan delivery and outcomes.
