In association with

Service Delivery Manager, Liverpool

Role: Service Delivery Manager
Company: QVC
Location: Liverpool

We have an exciting opportunity for an experienced Service Delivery Manager to join our award Winning Call Centre in Liverpool. Partnering with the Resource Planning Team and the Operations Teams across our Contact Centre and Distribution Centre, you will define resource needs for the short and medium term and focus on strategic options and process improvement to positively impact the operations performance.

Reporting directly to the Resource Planning Manager, we are looking for a results focused, enthusiastic and committed Leader who in turn is looking for an exciting, challenging, position of Service Delivery Manager.

In this role you will provide the business with accurate staffing levels, maximising scheduling capability based on pre-determined forecast volume. As well as supporting the efficient running of the Contact Centre and Distribution Centre by managing ‘on the day’ optimisation of all activities and resources, whilst identifying trends and making recommendations for improvements in order to achieve service and cost goals.

As a QVC leader you will lead, coach and develop the established Service Delivery Team, therefore it is key that you have strong analytical and leadership skills. You will be responsible for driving cost effectiveness and efficiencies alongside maintaining a great Customer and Employee experience.  You will be required to undertake a high level of decision making relating to service delivery and operational performance whilst balancing cost to the business.

To be successful in this role it is essential you have/can:

  • Experience working with Operations Management to effectively communicate and oversee the delivery of variable labour schedules 2 weeks out.
  • Review staffing plans for each area weekly providing guidance where necessary to the scheduling analysts.
  • Proven experience in a Leadership role within a similar environment
  • Knowledge of and experience with Contact Centre Metrics, modelling, reporting and forecast methods
  • A fundamental knowledge of Workforce management tools and ACD/CMS
  • Strong communication skills, both written and oral
  • Strong numerical and analytical skills
  • Advanced knowledge of Microsoft Applications
  • Proven track record of delivering change through Process Improvement

The recruitment process for this role will be a variety of tasks in an assessment centre environment.

To find out more or to apply please contact: amy.foster@qvc.com

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