Strategic Performance Manager

1 week 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 with a talented team of professionals who are passionate about delivering excellent customer service. We offer a competitive salary, car allowance, and a range of benefits including private medical insurance, pension contribution match, and access to our health care cash back plans.

About Hastings Direct

Hastings Direct is a digital insurance provider with ambitious plans to become the best and biggest in the UK market. We have made huge investments in our data and tech capabilities over the past few years, and we are proud of the journey we are on as a company. We are committed to delivering good outcomes for our customers every time, and we believe that by creating the right culture for our colleagues and giving them the right tools to do their job, we will deliver good outcomes for every customer, helping us to grow the company profitably and sustainably.

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