Performance Manager

3 weeks ago

Liverpool, United Kingdom Bullen Healthcare Full time

We have a fantastic opportunity for an experienced Workforce Planning and Real Time Performance Manager to join a progressive, rapidly changing Dispensing Appliance Contractor in Liverpool. This is a full time role based on-site at our state of the art HQ in Liverpool.
This is a role where you can really make a difference to every advisor and every patient. We're looking for innovation and someone who can improve adherence, identify areas to improve waiting times and ensure the operational strategies are delivered through efficiencies without compromising service levels.

Reporting into the Contact Centre Manager, the Planning and Real Time Performance Manager is accountable for delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. 

The successful candidate will have a Contact Centre Planning and Real Time Performance background and will be used to working with WFM systems to support a multi-department/site contact centre environment.

Key responsibilities:
· Planning staffing requirements and translating to the creation of optimal schedules and real-time management.
· Perform continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans – model and coordinate with the operation to ensure business objectives and customer satisfaction is achieved.
· Accurately produce call volume forecasts on a daily, weekly, monthly and annual basis.
· Compares results to forecast and identify opportunities for improvement.
· Operational management and support of the telephony platform and its users.
· Incident management operational communications ownership, internal and customer.
· Working collaboratively with colleagues across the business at all levels to ensure the service operates successfully for their customers.
· Ensuring optimisation of online/offline activities
· Making real time decisions regarding activity allocation
· Providing guidance on how to improve adherence scores to all relevant parties
· Ensuring that real time processes and reporting methods are timely and accurate
· Engaging regularly with all relevant stakeholders to ensure that we are meeting their requirements
· Recording and reporting unplanned absence and its impact
· Holiday booking
· Understanding pain points that regularly affect adherence, and suggesting the relevant fix
Knowledge, Skills and Experience:
· A solid understanding of key contact centre metrics (essential) and experience of Real Time/Intraday activities (essential).
· Naturally collaborative and able to influence and present to operational stakeholders.
· Proven capability to balance conflicting requirements to produce practical and effective solution - understanding the balance between customer and business needs is key.
· Strong working knowledge of resource management/planning methodologies within a contact centre environment
· Ability to re-schedule (short term) or optimise schedules released on the day.
· Excellent analytic skills.
· A great working knowledge of Microsoft Office Suite.
· Ability to self-motivate while handling multiple tasks and priorities without losing sight of key goals.
· Excellent communications skills at all levels.
· To ensure rapid analysis of situation and correct course of action as per procedure in the event of a failure in the call monitoring system, power, telecommunications or during evacuation procedures whilst remaining calm and professional

Bullen is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.

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