Workforce Management Technical Support Associate

About this Role

Were looking for a technical lead to provide expertise and knowledge to the team across a range of Mission Control team supports the business in delivering the best possible service results for all front line operational areas. Using their knowledge and the resources available the team manages the delivery of global service through workforce management against key KPIs and service targets. Day to day impacts on service are investigated and the team uses preagreed framework actions to mitigate breaches in our service delivery targets where possible.

By analysing data available to them the team provides contextual and timely updates on service impacts and resources to key stakeholders. Our team is a key point of contact for various departments across the business with a main focus on ensuring the Operations team gets the necessary Tech support. We run the incident process and will manage escalations when required.

What youll do

• Ensure the smooth running of service management specifically developing strategies for service management and maintaining the tool suite. Our primary tools are Amazon Connect and New Relic you will be responsible for configuring the tool to provide a range of real time dashboards and historic data that are used by the rest of the team to monitor call centre service. Youll also be tasked with providing some historical reports as and when required

• Responsible for ensuring dialler outcomes which balances operational requirements with business needs

• Have an understanding of how calls route through to delivery areas within operations and be able to facilitate changes that stakeholders require working closely with our voice team

• Stakeholder management is a key part of this role you will also interact with offshore leaders/partners

• Our team is critical in ensuring changes from around the business land well within operations. The call centre environment is always subject to change. Youll be involved in assessing changes and ensuring those relevant are visible to the team

• Managing incident escalations for high impact service problems will be an important aspect of the role. This involves coordinating the response of the Operations teams during an incident and communicating to stakeholders whilst the incident is ongoing

What we are looking for

• Experience with call centre reporting

• A solid understanding of the principles of workforce management is important and experience of a similar system would be beneficial

• A keen eye for data and detail is a must

• Ability to remain calm when incidents arise

The Mission team provides the incident management function on a 24/7 basis. When weve got you up to speed with the role youll join our oncall rota (once every 34 weeks) and provide out of hours support to escalated incidents. This function would include a remuneration for being on standby and also standard overtime rates if you are asked to work out of hours. Typically we handle 12 call outs per week and these tend to be during the opening hours of the call centre 7am to 9pm Mon to Sun).

We are committed to creating a level playing field and seek to create teams that are representative of our customers and the communities we serve. Wed love to hear from you if you identify with a typically underrepresented group in our industry and are particularly keen to hear from women the LGBTQ community and ethnic minority candidates.

Where and how youll work

This is a permanent position based in our Nottingham office.

We have a hybrid working model which gives you flexibility to work from our offices and from home.

Were big on collaboration and connection so youll be based in our Nottingham office 3 days a week on Tuesdays Wednesdays and Thursdays.

Many of our associates have flexible working arrangements and were open to talking about an arrangement that works for you.

Whats in it for you

• Bring us all this and youll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation

• We offer high performers strong and diverse career progression investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)

• Immediate access to our core benefits including pension scheme bonus generous holiday entitlement and private medical insurance with flexible benefits available including seasonticket loans cycle to work scheme and enhanced parental leave

• Openplan workspaces and accessible facilities designed to inspire and support you. Our Nottingham headoffice has a fullyserviced gym subsidised restaurant mindfulness and music rooms.

What you should know about how we recruit

We pride ourselves on hiring the best people not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are whatever you look like wherever you come from. We know its about what you do not just what you say. Thats why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.

We also partner with organisations including the Women in Finance and Race At Work Charters Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in to name a few:

• REACH Race Equality and Culture Heritage group focuses on representation retention and engagement for associates from minority ethnic groups and allies

• OutFront to provide LGBTQ support for all associates

• Mind Your Mind signposting support and promoting positive mental wellbeing for all

• Women in Tech promoting an inclusive environment in tech

• EmpowHER network of female associates and allies focusing on developing future leaders particularly for female talent in our industry

If you require a reasonable adjustment please contact All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.