In a nutshell
The core role of the Service Delivery Lead is to establish and refine all delivery processes across the planning team to support service delivery in the contact centre. Streamlining processes and procedures to ensure that both the internal and external customer gets the same great experience across all channels.
The role is pivotal to supporting optimum Contact Centre performance, working closely with the wider Planning Leadership and Operational Leadership teams and ensuring that we can answer customer contacts within desired service goals.
What you need to do
- Engage with stakeholders across all service departments, and colleagues within the planning, operations and change teams. Defining clear accountability for carrying out the required processes and tasks and providing great customer service.
- Work with 3rd party supplier teams to hold them to account on their service commitments and commercial delivery
- Implement effective tracking mechanisms for Service Level & Credit penalties for 3rd party suppliers and work collaboratively with Vendor relationship manager and Senior Operations Manager to trigger the mechanisms as necessary.
- Analysing key performance trends on the day and in the short-term planning window and enable the team to deploy relevant solutions to service challenges
- Develop a detailed action plan for service delivery that is periodically reviewed to assess results against targets and agree next steps and timescales.
- Lead, inspire and motivate the Resource Planning team to deliver against clear objectives aligned to the Contact Centre strategy, creating an environment where the team can thrive.
- Work with the planning team and operational leads, to proactively look ahead at special events in the longer term plan, such as peak and Christmas holidays and ensure that a robust process is in place.
- Assess customer feedback, identifying opportunities and improving procedures accordingly to ensure that great customer service is provided, always
- Using continuous improvement methodology, identify and create alternative solutions to existing processes to ensure they are efficient and cost-effective, removing unnecessary tasks and steps in processes
- Build partnerships and liaise with key stakeholders to determine success criteria for the delivery of key services.
- Evaluate customer’s experience against a set of customer satisfaction goals and criteria. When scores fall below these thresholds, conduct additional research.
- Use judgment and initiative to identify cost saving opportunities whilst still maintaining the best outcome for our customers and colleagues
- Problem solve, developing solutions to any issues that arise and support, enforce and execute the operational response matrix for contact centres.
- Impact assess all change, ensuring risks and benefits are identified, whilst providing feedback on business cases to ensure optimal service delivery are a core component of change solutions
What you need to know and show
- Previous experience of Planning at a Management level, and in a similar role.
- A proven track record of implementing and developing market leading Contact Centre planning techniques, with expert knowledge of contact centre planning and forecasting
- Proven statistical analysis background to analyse trends in contact and productivity data and help shape tactical forecast decisions.
- Numerate and analytical, and able to develop a mixture of simple and sophisticated forecasting models, and the ability to interpret information from numerous sources to prepare and present reports and recommendations to senior colleagues.
- Experience of implementing forecasts and headcount models into operational reality, working with recruitment, training and operational teams to deliver to plan
- Be fluent in the production of enterprise-wide headcount models, integrating varying efficiencies, schedule efficiencies, service levels, and contact routing architectures. In-depth understanding of how planning models are built and how the key success measures, such as schedule efficiency and service levels are influenced by the planning model.
- Experience of managing 3rd party relationships and working with BPO’s
- Experience of managing significant change / service improvement projects
- Proven knowledge and experience of ACD and workforce management technology (Knowledge of Verint an advantage)
- A need to be detail-oriented and able to find focused solutions to business problems
- Advanced knowledge of Microsoft Excel
- Advanced knowledge of the end to end resource planning methodologies and contact centre dynamics
- Strategic thinking to outline and deliver operational plans
- Strong leadership skills to motivate and lead the team effectively and to ensure that the colleagues in the team have the knowledge they need to do their jobs well
- Demonstrates excellent business and commercial acumen.
- Excellent stakeholder engagement skills with the ability to negotiate and influence across all levels
- Able to make logical decisions based on facts and experience, acting in the best interest of our colleagues, our customers and the company.
- An advocate for change, displaying a positive and resilient approach.
- This role must adhere to and promote all relevant company policies & procedures.
What decisions I can make including budget
- Prioritisation of team workload to meet demand
- The ability to work outside of set parameters, drawing on various key stakeholders and resources
- Set expected team performance targets and associated timescales
- Resource allocation and headcount budget for frontline operations
- Team budget, including travel and discretionary spend.
- Decisions in relation to service delivery processes
- Decisions in relation to IMT
Directly or indirectly manages
- Line management of Resource Planning Analysts
Support we will provide
- Access to a range of personal development tools e.g. Bitesize talks, online self-development tools, internal mentoring etc.
- Support from Line Manager and peers.
Date of last job evaluation
Please note: This role profile is aimed at describing the core output that should be achieved in this role. It is not intended to include specific tasks, temporary activities or projects to recognise flexibility in a changing context.