Real Time and Workflow Manager - Workforce Planning
Real Time and Workflow Manager - Workforce Planning
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Job Description
As a Real Time and Workflow Manager in our Contact Centre Operations team you will play a pivotal role in ensuring the seamless performance of our contact centre. You will lead a dynamic team responsible for realtime monitoring and backoffice workflow management optimizing staffing levels to meet customer demand and maintaining service excellence. This role offers the opportunity to collaborate with various stakeholders to drive efficiency and innovation in a 24/7 operational environment.
Job Responsibilities:
- Lead and manage a team of realtime and workflow associates fostering a collaborative and highperformance culture.
- Develop strategies and processes to build a strong selfsufficient realtime and workflow team that collaborates effectively with partners and stakeholders.
- Regularly review and update delivery plans making recommendations to senior leadership for effective in operations.
- Serve as the primary point of contact for realtime operational issues communicating with divisional leads and other stakeholders to resolve issues promptly.
- Oversee workforce management functions coordinating changes across sites and business functions to support the overall business strategy.
- Manage the allocation and prioritization of backoffice tasks ensuring efficient work distribution and timely completion.
- Drive process improvement and best practices to ensure optimal service levels and staffing.
- Foster a culture of continuous improvement by evaluating processes identifying areas for enhancement and implementing innovative solutions.
- Manage regulatory control reports and auditing processes to ensure compliance with industry standards.
- Oversee procedure and policy documentation including realtime playbook documentation.
- Perform additional duties as assigned to support the contact centres objectives.
Required Qualifications Capabilities and Skills:
- Experience in a financial services call/contact centre.
- Proven management and leadership experience.
- Ability to work in a fastpaced environment and adapt to changing priorities.
- Proficiency in Microsoft Office products (Excel Word PowerPoint).
- Strong knowledge of telephony/call routing and workforce management platforms.
- Understanding of crossbusiness workforce management practices.
- Experience leading or supporting project initiatives.
- Excellent communication skills.
- Experience in business analysis reporting problem identification resolution and root cause analysis.
- Ability to collaborate effectively with business partners.
- Demonstrated ability to influence people at various levels internally and externally.
Preferred Qualifications Capabilities and Skills:
- Professional qualifications from reputable training institutes or professional bodies.
- Experience in process improvement and innovation in a contact centre environment.
- Familiarity with regulatory compliance in the financial services industry.
#ICBCareer
Required Experience:
Manager
Employment Type
Full-Time
