Role Purpose To lead a team of real time analysts to proactively managing the contacts and queues "on the day" to ensure service levels and business targets are met. This means taking the resource plan and forecasts and monitoring volumes throughout the day, acting if thresholds are transgressed and enabling service recovery plans if required. You will also be responsible for team development, client interactions and managing key internal and external stakeholder requirements in a timely manner. Showing Speed, Urgency and demonstrating efficiency, you will support the requirements of the account to ensure overall performance in this dynamic environment is achieved.
Main Responsibilities (but not limited to) · Experience of managing multiple accounts with planning & real time metrics. 10 months+ of experience in a Workforce / Real-Time Management role
· Excellent analytical, organizational, and communication skills & Advanced Excel skills
· Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders
· Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolution
· Working experience with tools such as IEX, Aspect, Calabrio or Omnichannel Contact Center Software, Forecasting / Workforce Management solutions
· Proven track record of real time performance and ability to build, maintain and grow relationships with key stakeholders and internal teams.
· Is able to articulate commercials on a base level.
Key Performance Areas (but not limited too) Analyze account KPI's, call flow data and undertake analysis of real time schedule efficiency measurements to support continuous service improvement. Coach, Mentor, Support and Develop real time workforce against the 9-grid box technique to reach full potential and hold team members accountable and motive in order to achieve success of delivery Scope client requirements and articulate themes into working actions and coordinate with real time management team, operational stakeholders and other key account members to ensure requirements are achieved. Assure real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals Intraday real time monitoring of service levels for all contact channels (call, e-mail and chat) and queues at multiple sites (omni -channel) Recommend real-time schedule changes and identify efficiency opportunities Develop and distribute real-time summary reports to key stakeholders Develop and maintain short- and long-term volume and workload forecasts together with other analysts Proactively gathers the right data from appropriate sources, probes/considers all of the facts, considers other perspectives; conducts root cause analysis; refers to long term plans and goals; prioritizes key factors; acts decisively, promptly and confidently Directs and Leads real time team to provide proactive solutions to internal stakeholders and increase responses times of the real time team in cases of disruption. Must be able to articulate the data and tell the Performance Story through insights, data and key indicators seen in the live day. Works closely with MI teams to enhance real time effectiveness and brings the vision to life through implementing these enhancements. Is seen a leader that supports, motivates and encourages a cohesive working relationship rather to being out the best in the real time team. Is able to achieve performance in Schedule Adherence (interval Adherence) , Mitigate and lower system downtime, drive actions through monitoring queues alongside real time team and optimize plans to ensure staffing levels, real time metrics are achieved (includes financial, commercial and general day to day metrics) Further roles and responsibilities to be discussed during and post placement of successful candidate. Qualifications & Experience Required 12 Years' experience within Workforce Management (Essential) Matric Equivalent Job Types: Full-time, Permanent
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