Main purpose
The main purpose of this position is to manage and monitor service levels and associate performance on the UK Home campaign by:
• Ensuring the operation works within given ratios and staffing level budgets
• Provide support to the team and operations
• Highlight and flag risk areas

Key Responsibilities
• Work with the operation and business to ensure processed are followed and accurate staff information is held
• Ensure team deliver effective scheduling and understand impacts on the wider business
• Work with operations to ensure processes & activities are managed in line with the client’s processes, whilst taking into account what we need to deliver contractually.
• Ensure regular review of key people metrics; utilisation & shrinkages, commitment, AHT
• Ensure tight management of FTE requirements and inter-departmental moves in line with budgeted ratios and business requirements
• Ensure data held is compliant with DPA policies and sharing of any staff data is closely monitored and controlled.
• Develop and support team to ensure clarity of role and strong skills required to complete tasks
• Correct booking of segments (billable purposes)
• Processing terminations on E-exit

Qualifications, Knowledge and Minimum Requirements
• Matric or equivalent essential
• Minimum 2 years call centre experience essential
• Efficient in MS Office packages, specifically Excel
• Knowledge of EWFM or a similar workforce management tool
• Knowledge of call centre metrics
• Knowledge of ESS

Skills and Attributes required
• Work well under pressure and customer service orientated
• Strong communication ,interpersonal and conflict handling skills
• Excellent written, verbal communication and presentation skills
• Good planning, organising and time management skills
• Strong analytical ability and statistical mathematical ability
• High attention to detail and accuracy

• The ability to:
• Interpret information and identify anomalies or patterns
• take ownership and deliver results
• Energetic
• Proactive
• Effective emotional Intelligence
• Strong customer service orientation