About the role
Please note this role follows a shift pattern of Monday, Tuesday, Friday 11:00-18:30, Wednesday and Thursday 12:30-20:00.
This role focuses on analysing and interpreting data to ensure robust and accurate real-time decisions are made to maximise efficiency, productivity, performance as well as service delivery to our customer. Workforce management or service level experience in a call centre would be advantageous. Likewise, if you have experience supervising real-time data, we would love to hear from you!
- Leading and facilitating accurate real time tracking of resource supply including shrinkage management, across the customer care estate.
- Working collaboratively with Ops Control Analysts to make informed decisions to improve resource efficiency, productivity and performance.
- Outbound dialler management for Collections and Insurance campaigns, ensuring file utilization and efficiency.
- Real time monitoring of all channels across the customer care estate, providing stakeholders service levels updates per line of business.
- Building excellent relationships with planning and operational teams, maintaining two-way feedback channels, handling difference of opinion in order to deliver the best plan.
- Manages all user security set up for all systems for the Customer Care contact centre staff, with robust controls for joiners, movers and leavers.
About you
Passion and pride in your work and a natural desire to connect, lead, collaborate and be a team player is a must. This is an opportunity to play an important part in The Very Groups ambitious journey and an exciting, purposeful role which can make such a positive impact for the business and the future.
Benefits
- Flexible, hybrid working model
- £250 flexible benefits allowance to suit your needs
- 23 days holiday + bank holidays
- LinkedIn Learning access
- Bonus potential (performance and business-related)
- Up to 25% discount on Very.co.uk
- Matched pension up to 6%
Interview Process
You can expect a one-stage interview process for this position:
1st stage - A 60-90 minute interview, ideally in person with the hiring team to discuss your skills and relevant experience. This is a great opportunity to find out more about the role and to ask any questions you may have.
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