Strategic Performance Manager

5 days ago

Leicester, Leicester, United Kingdom Hastings Direct Full time

Job Summary

We are seeking a highly skilled Strategic Performance Manager to join our team at Hastings Direct. As a key member of our workforce planning team, you will be responsible for owning the monthly planning rhythm, working closely with operational stakeholders to present and gain agreement to monthly outlooks and planning decisions.

Key Responsibilities

  • Identify bespoke requirements for each area, gain sign off, and work with the Workforce Planning peer group to deliver requirements within designated timelines.
  • Work closely with operational stakeholders to ensure accurate and relevant data and insights are used to showcase and understand contact centre performance.
  • Analyse daily performance KPIs to understand and articulate actual performance compared to planned performance of all contact centre areas, and make necessary recommendations around where performance could be optimised.

Requirements

  • Proven leadership of Workforce Planning areas with a strong knowledge of telephony platforms (CX One, Avaya, Genesys etc.).
  • Strong stakeholder management skills, combined with excellent communication skills, with the ability to present back to senior leadership.
  • Excellent analytical ability, able to interpret large datasets and provide actionable insights.

What We Offer

As a Strategic Performance Manager at Hastings Direct, you will have the opportunity to work in a dynamic and fast-paced environment, with a focus on delivering excellent customer outcomes. You will be part of a team that is passionate about making a difference and is committed to excellence in all aspects of our business.

Benefits

  • Attractive salary based on experience + car allowance.
  • Flexible working arrangements, including hybrid working.
  • Competitive bonus scheme.
  • Private medical insurance.
  • Pension contribution match up to 10%.
  • Financial wellbeing support.
  • Mental wellbeing programme.

About Hastings Direct

Hastings Direct is a leading digital insurance provider, committed to delivering excellent customer outcomes and making a positive impact on our communities. We are proud of our 4Cs culture, which focuses on getting it right for our colleagues, customers, company, and community.

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