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About The Role
Role Purpose    

This role is pivotal in the achievement of the operational areas’ SLAs and KPIs. Excellent planning and organisational skills are required in order to guide the contact centre(s) towards achieving these set measures.

Provide central control and co-ordination for all operational areas within the contact centre, ensuring delivery of ‘the operational plan’, managing any on the day deviations to planned performance.

To proactively monitor real time traffic flow within the contact centre ensuring customer contacts are managed effectively and in line with the daily Service Level Agreements across all channels as set by the Director of Customer Operations.

Ensure precise planning and management of locally available resource to allow a constant flow of traffic across all contact centre locations to provide the best possible proactive and re-active service via all channels ensuring maximum efficiently and productivity at all times.

Ensure that escalated customer complaints, system/product deficiencies are effectively dealt with and in a timely manner.

Key Responsibilities 

  • Proactively monitor and manage workloads to ensure SLA’s are met in relation to calls, chat and email by monitoring the traffic through real time analysis and local experience.
  • Observation and recording of operational trends and impacts in order to provide relevant feedback, ensuring any remedial action is taken when required, in addition to contributing to the regular review of the forward planning process
  • Constantly monitor individual work-streams and adjust the reactive and proactive functions as required and in line with the set Operational Guidelines.
  • Provide a central point of control for the contact centre attendance, ensuring adherence to rotas and short term holiday agreements / lieu time / breaks and lateness.
  • To use initiative and experience to make informed, timely decisions ensuring the smooth running of the operational area and to challenge inappropriate activity and behaviour in line with attainment of set/shared SLA’s and KPI’s.
  • Local operational adherence to deliver agreed SLA’s across all channels and brands.
  • Gather specific and quantifiable data for key issues affecting the department to assist with preparation and planning for major events.
  • Completion of the daily shift report ensuring contact driving issues are recorded and Agent performance is fed back to the Team Managers.
  • Management of contact centre floor schedules in relation to 1-2-1’s, coaching and training sessions to minimise disruption to effectively handle queries.
  • Ensure all escalated customer complaints and call backs are handled to the agreed SLA.
  • Support the CSA’s and TM with regards to technical or service questions/challenges.
  • On floor crisis or BCP management as required.
Qualifications and Educational Requirements
  • MIS , Excel, analysis and contact centre experience with a good understanding of service levels (understanding/achievement)
Specialist Skills and Experience Required
  • Strong planning and time management skills essential.
  • Technical appreciation of Customer Operations applications, systems and processes.
  • Numerate with experience of gathering, interpreting and presenting information / data.
  • Well-developed communication skills. Flexible approach to working hours.
  • A high degree of energy, drive and enthusiasm demonstrating a clear passion for the customer.
  • A team player with the ability to work under own initiative
  • Self-motivated with the ability to plan and prioritise multiple tasks whilst working to tight deadlines.
  • Maintain good communication throughout the team, sharing best practices and local processes with peers across the wider operation.
  • Strong product knowledge
  • Ability to use Office and Excel tools
  • Target focused