About This Role

• Building and maintaining relationships across the Call Centre
• Monitoring data to determine when intervention is required and analysing which action to take
• Control, update and review 'exception' resource requests e.g. holidays, sickness, SME etc within the week and on the day   
• Liaise with the Team Managers to ensure optimum agent availability is maintained at an individual level, throughout intraday intervals.  Analysing non-processing and off the phone activity/non logged activity to ensure it is managed to the required level throughout the day to maximise efficiency/maintain KPIs etc.   
• Accurately record, monitor and analyse past service performance and impacts to help inform future actions.   
• Analyse relevant available MI to understand and report on the impacts on service and forecasted performance within area of responsibility.   
• Ensure any workforce related changes/updates are fed back through to Planning to ensure all data is kept up to date on the Planner/Workforce Management System   
• Highlight and escalate as appropriate any potential issues to the relevant stakeholders, which will impact on area’s ability to reach/maintain required service levels and forecasted performance.   
• Engage directly with the individuals on the phones real time and move duties / lines as required
• Driving the delivery of agreed Service Level Agreements and performance standards through monitoring operational performance and driving & communicating analysis led decisions to optimise service across the Call Centre  

• Strong analytic skills with experience of analysing MI, planning / scheduling ideally within a telephony or back-office environment
• Excellent communication skills (both written and verbal) with proven success of explaining data findings in a clear and concise manner across different medium (presentations, reports, papers)
• Strong planning and organisational skills with proven success working under pressure and managing multiple tasks / priorities
• Good stakeholder management and influencing skills with the ability to gain buy in from internal customers
• Strong decision-making skills
• Ability to give clear instructions
• Ability to work on own initiative and adapt readily to change

The hiring manager to contact is: Louise Kerr Email: louise.kerr@diligenta.co.uk

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