The role will be required to work cross-functional to solve and support business issues, especially those that are having a direct impact on service. The role once embedded should be the central point for many performance related escalations within onshore contact centre. To work closely with the operation to ensure all risks are highlighted, and create healthy friction with Operations to drive the right accountability and responsibility behaviour.
Optimise performance and agree plans with the key operational stakeholders through weekly governance meetings that the role holder will chair and lead. Present resource challenges in a clear and considered approach to gain maximum input and cooperation from the Operation leadership team, and utilise intra-day plans for appropriate channels.
Clearly demonstrate actions and decisions taken, along with recommendations to highlight and showcase the value the team has in improving service to key account customers.
Implement and deliver a best in class service command centre, where roles and responsibilities between Operations and Planning are clearly defined and understood, and playbooks to support performance challenges are agreed and managed through appropriate governance.
The role will be required to work cross functional to solve and support business issues, especially those that are having a direct impact on service. The role once embedded should be the central point for many performance related escalations.
Please be aware that this is a maternity cover position.
Please note, as this is a people leadership role the successful applicant will be supported to succeed in their new role through enrolment in the appropriate level of our Diligenta Leadership 'Step' Pathway (subject to eligibility criteria), designed to drive quality and consistency across the organisation.