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Service Delivery & Improvement Manager

30 June 2020

Service Delivery & Improvement Manager


Purpose of Job

To manage a team of Senior Planners and Resource schedulers. Reporting to the Service Delivery Director this extremely varied role will be to support and develop your team, ensuring that business strategies and processes are aligned utilising best practice to provide accurate and commercially viable resource models. To identify key initiatives and process changes to continually improve the efficiency and performance of the function. Working with the Senior Operations Team and other Department heads you will be responsible for forecasting, planning and scheduling a customer service function to ensure the delivery of a great customer service across all channels. 

You will use short and long-term forecasting models, adherence and rostering patterns to support and review analysis trends. You will be required to use this information to recommend solutions to optimise effectiveness across all channels. Gathering robust data, you will take a proactive approach to identifying skills gaps and providing solutions. 

You will work collaboratively with the Operational Teams to ensure all Operations KPI’s and other key operational targets are achieved across the Centre.

You will be hands on, developing your own models and recommending to the business as to how various teams should be organised and utilised, delivering a first-class service to our clients and customers. 

You will work with the Senior Operations Team to create and drive an effective operational planning strategy. Providing resource plans to support in the achievement of key customer service KPI’s. You will support Directors and Managers with information that is used to make the right decisions from a planning perspective.

Work with the Senior Operations Team to shape, define and deliver customer service KPI’s around productivity and proactively report and review performance

Key Responsibilities

  • Develop resource forecasting models, ensuring that all resource planning forecasts, scenario's and recommendations are based on sound commercial basis, ensuring resources are utilised effectively
  • Analyse future demand and supply forecasts for customer services liaising with relevant departments to ensure that we have enough resource to achieve SLA’s
  • Work collaboratively with the Operational Management Teams to plan the daily workflow to ensure all operational SLA’s are achieved
  • Managing holidays and shrinkage in line with forecasts. Working with the Operational Management Team to authorise offline activity
  • Making appropriate plans for expected changes in profile and workloads. Investigating potential scenarios and finding solutions to challenges
  • Offer daily operational support across all channels, drive operational excellence and efficiency improvements
  • Work with the Senior Operational Team to shape, define and deliver customer service KPI’s around productivity and proactively report and review performance
  • Work with the Senior Operational Team to identify operational, financial and process efficiency's. Produce FTE modelling solutions to drive the most cost effective and efficient solutions for the business
  • Seek opportunities to improve Contact Centre technologies, workforce management tools and roster management
  • Continually monitor and propose effective shift patterns to match business requirements, optimising the performance of all Operational Teams and maximising agent satisfaction by providing flexible options
  • Monitoring and reporting on forecast accuracy, trends and utilisation
  • Provide information, analysis and advice on headcount and pipeline
  • Providing daily, weekly and monthly reports to the Leadership Team  as required
  • Ad-hoc duties and projects as required

For more Information or to apply email Linda.smith@weaekura.com


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