About This Role

Summary of the role

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 performances 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.

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.

What you will be doing

• Have a strong understanding of data, and contact centre dynamics
• Strong leadership and the ability to challenge the status quo and take exception constructively to challenge key
• stakeholders and performance
• Develop and coach a team of experts to help deliver core team objectives
• Lead and schedule key weekly meetings with key stakeholders
• Ensure appropriate reporting is in place for current needs, whilst championing reporting requirements to help support
• future enhancements to the team's delivery
• A good understanding of inbound telephony routing opportunities, along with WFM knowledge and scheduling
• Balance commercial and customer needs through appropriate and agreed decision making
• Deliver positive internal feedback regarding team contributions and working relationships

What we are looking for

• Ability to disseminate large amounts of information, shape into detailed plans and provide insightful commentary and recommendations
• Ability to develop strong internal relationships and interact at all levels
• Self-motivated, flexible and responsive to business needs and changes in priorities and deadlines
• Personally committed to quality, delivery and improvement
• Strong communication skills both written and verbal
• Ability to design and develop reports with high visual impact
• Strong analytical skills and highly numerate
• Attention to detail and accuracy
• Strong organisational, planning and time management skills with the ability to prioritise multiple tasks, working to challenging deadlines
• Committed team player with the ability to coach others and promote teamwork across the planning community
• Good understanding of resource planning methodologies and service level dynamics for front office and/or back office
• Advanced Excel knowledge essential, including VBA
• Good working knowledge of Word, Powerpoint, and Access
• Good understanding of front and back-office performance metrics

The hiring manager to contact is: Marie Reid Email: marie.reid@diligenta.co.uk

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