Structure & Development Manager

Knowledge

Deep knowledge of WFM infrastructure, settings and practises (NICE IEX preferable)

Significant knowledge of General Insurance Products and key demand drivers

Good level of knowledge of all current Atlanta businesses an advantage

Understanding of call centre telephony structures and technology

4 years planning experience in forecasting and scheduling

Previous experience of working with senior contact centre managers and directors

IEX/ WFM experience

Excel – Advanced level

Avaya/CCM client or similar

Database interrogation skills an advantage

Skills

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

Ensure that IEX WFM structure and settings are maintained to a very high level of accuracy for all Atlanta businesses

Manage and support tactical planning team in their creation of demand forecasts, agent schedules and tactical resource plans

Develop understanding of all Atlanta contact centres, and their key demand drivers, ensuring that IEX is used appropriately for each individual business and its needs

Build and maintain productive relationships with key business stakeholders and operational managers

Support Head of planning in identifying potential operational efficiencies, and chances to use global Atlanta resource to meet business objectives

Work towards the deployment of consistent and effective Planning Target Operating Model in all Atlanta businesses

Assisting and Supporting the business in instilling a compliance culture within the company, complying, at all times, with FCA requirements and any other relevant legislation

Behaviours

Timely and accurate production of work

Takes responsibility for own actions and decisions

Demonstrates flexibility and remains positive at all times. Has a positive attitude to change.

Be able to persuade and positively influence others effectively, at all levels

Able to work collaboratively as part of productive team

Demonstrates high professional standards; highly accurate, paying attention to detail.

Ability to work on own initiative and prioritise workload

Proactive approach to problem solving and root cause analysis