Contact Centre Workforce Manager
(wm1)
Job Type
Contract - Fixed Term
Remote Work Option
Hybrid
Category
H W Central
Location
Kilkenny, County Kilkenny, Ireland
Job Details
Role Title:
Workforce Customer Service Operations Manager
Role Location:
Kilkenny/Dublin (this role comes with a hybrid working environment)
This role is a CF7 function role in accordance with Central Bank rules
We are seeking a Workforce Customer Service Operations Manager on a temporary basis for
18 months
to lead our contact centre Workforce management team. This team is critical to ensuring that our contact centre is performing optimally and enabling our sales and services teams to serve our customers in their channels of choice. The workforce management team are responsible for all aspects of workforce management, building channel demand-forecasting models, capacity planning, scheduling of all teams, real-time monitoring and providing the appropriate governance and reporting on performance. In the next
18 months
, it is anticipated that this team will undergo a transformation as we rollout new technology and services to our customers.
The successful candidate will bring with them in-depth experience in workforce management, leading out best practise and developing teams. They will have strong stakeholder management and use data and analysis to drive outcomes. They will be a leader that can roll up their sleeves to support the team and will be comfortable driving change and bringing their team with them.
Benefits:
Attractive Benefits package- details on request
Role Purpose
Day to day operational execution of workforce management
Embed best practise contact centre planning and governance
Support the redesign and transformation of the team as we evolve our workforce management to meet business needs
Establish appropriate plans to ensure service Level delivery in all channels
Build and adopt forecasting models for the changing demand, technology, and customer engagement channels
Lead and work with Key stakeholders on operational planning and business readiness
Delivery of operational & budget reporting according to agreed schedules
Use a data driven approach to generate analytical insights including productivity, forecasting accuracy, what ‘high performance’ looks like across all Key metrics
Adopt reporting tools like Tableau as standard to produce and present on regular performance reports and metrics for all stakeholders
Support the development of the workforce management team through training and enhancement of skills and technical toolkit.
Design and implement improved processes for performance monitoring, evaluation and reporting against operational and commercial plans
Continuous improvement focus through analysis and use of data to make recommendations to support business strategy and improving performance and customer experience.
Education & Experience
Third Level Degree in a business or technical discipline
3 + years proven experience leading on workforce management and managing teams
Proven experience building and managing relationships with partners and stakeholders.
Demonstrates a strong customer focus and a sound commercial awareness
Demonstrates strong Influencing and negotiation skills
Proven experience in managing change and developing solutions to ensure continuous improvement and achieve results
Comfortable dealing with stakeholders at all levels of the organisation
Experience developing and implementing performance evaluation and planning methods and tools
Analytical and pragmatic with the ability to interpret and present complex data to solve business challenges
Demonstrate alignment with the VHI Values
Accessibility
If you are a candidate with a disability and encounter difficulty accessing any part of this website or wish to discuss any matter relating to the accessibility of our building or services, please contact your recruitment@vhi.ie
Reasonable Accommodations
Our commitment is to make any reasonable accommodation for you in the recruitment process to give you the best opportunity to perform to your optimum in the application, test, and interview process.
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