Intraday Manager - JID 9709 at Spinwell Global, Northallerton, £25.55 per day

£26 per day
  • Outside Spy
  • Northallerton, UK
  • Nov 16, 2020
Duration not stated

Contract Description

  • Role: Intraday Manager – REF RQ405477
  • Contracting Authority: North Yorkshire County Council
  • Contract Length: 18/11/2020 – 01/01/2021
  • Location: Northallerton
  • IR35: Inside
  • Salary: £25.55 per day

Job Description:

Contract is initially 2 months, start date ASAP. 37 Hours per week between 8am and 6pm, Monday to Friday.

This post is based within Technology and Change; this service provides ICT, digital, change management and customer services.

Duties:

  • To support the Forecasting and Planning Manager to execute the plan for the delivery of service, day by day, across all customer contact channels.
  • This role will execute the plan in real time, making changes and improvement to ensure that service levels and targets are achieved.
  • Reporting on a daily basis to the Forecasting and Planning Manager of the predicted delivery of service for the day and escalating any issues which will compromise the delivery of service.
  • This role will work alongside operational team leaders and customer demand channel managers to ensure a balance between operational efficiency and customer satisfaction is maintained.

Job Purpose:

  • To direct operations in the centre on a day to day basis to ensure that service level is achieved.
  • Allocation of all tasks across all services to individuals in the centre in line with real-time customer demand. Allocation of tasks will consider task deadlines, SLA agreements with service areas, schedule rules, and any staffing issues relevant at the time.
  • To support the creation and maintain the long-term plan for the centre which should include rotas, training, recruitment, changes to service and implementation of new services.
  • The analysis of demand trends across services and channels in real –time, to reforecast any variance on the same day and to document mitigating action taken, and comments.
  • To make recommendations for the development of processes to ensure optimal and consistent performance of the team at all times to ensure the best outcomes for our customers
  • Feed into the advisor management process with comments and statistics that become apparent through day to day operation
  • To support the creation and delivery of the resource plan including forecast service levels using workforce management tools. The plan should be continually analysed against actual outcomes and amended in line with learning and unplanned events
  • Feedback where improvements in process need to be made to a service in line with customer comments and feedback.
  • Make recommendations to the management team on changes to process or protocol to drive performance improvement.
  • Support the Forecasting and Planning Manager to create and manage the long term and short-term resource plan in the customer service centre.

Knowledge/Qualifications - Essential:

  • Knowledge of current industry guidance and legislation with respect to operations in a contact centre environment.
  • Knowledge relating to resource planning in a multi-channel contact centre environment including best practice models.
  • Knowledge of contact centre technology
  • Knowledge of contact centre service levels
  • Operational management in a complex multi-channel contact centre environment.
  • Experience in driving performance in a real time operational environment
  • Proven and effective experience of the management of resources in a changing organisational environment
  • Experience in creation and analysis of performance reporting including presentation and translation of data.
  • Experience of using workforce planning software
  • Change management
  • Influencing and negotiating skills
  • Good interpersonal skills.
  • The ability to work with operational teams to communicate clear goals regarding service level agreement
  • Literacy and numeracy skills to Level 2 or equivalent
  • Ability to travel around the County for work
  • Ability to attend meetings outside of normal business hours when required
  • Ability to work flexibly in line with customer demand

Desirable:
Experience of using Mitel MMACD, Mitel Outbound Dialler, Injixo Work Force Management system. GDPR, Information Security.

Job Types: Full-time, Temporary, Contract

Salary: £25.55 per hour