Service Delivery Manager

Knowledge

4 years planning experience in forecasting and scheduling

Experience in leading a team, ability to mentor and coach effectively

Experience in developing and implementing new methodologies driving understanding through the business

IEX/ WFM experience

Excel – Advanced level

Avaya/CCM client or similar

Database interrogation skills an advantage

Skills

Lead Resource Planning Analysts/Specialists in the execution of agreed tactical resource plans for all Atlanta Operational areas (including SA colleagues);

Effectively interrogate and challenge upcoming plans and forecasts where appropriate

Be point of contact for key operational stakeholders, ensuring that communication and engagement are timely, pertinent, and effective

Deliver meaningful insight into call centre performance by interpreting real-time performance data – and high-level RCA for deviation to forecast. Supporting performance analyst in providing appropriate narrative/commentary in performance reports

Work with Strategic Planners and Head of Planning to develop good understanding of strategic plans and objectives, and be able to articulate principles to the Call Centre Operation

Take active role in the optimisation of Resource Planning Team capability through development of your line reports and other planning colleagues, maximising team resilience

Work collaboratively with Atlanta planning colleagues, maintaining consolidated planning approach in conjunction with the Atlanta Planning Target Operating Model

Focus on call centre performance, ensuring that we deliver an excellent service to customers

Challenge what you consider to be poor practise, raising any challenges with Head of Planning – and be able to articulate ideas in appropriate forums

Ensure that company guidelines, code of practise, and principles, are adhered to at all times. Raise any concerns with Line Manager as appropriate

Behaviours

Proactive approach to problem solving

High analytical skills able to identify key trends and impact assess changing variables

Timely and accurate production of work

Ability to work on own initiative

Ability to demonstrate results to reflect both quality delivery as well as the ability to plan for and accommodate high and sometimes inconsistent volumes of calls.

Able to positively influence direct line reports, planning colleagues and operational managers

High level of enthusiasm

Adaptable

Creative thinker