Care RTM & WF Specialist (_VOIS)

Role purpose:

  • Monitor and Control Vodafone UK consumer, customer relation and EBU in-house operation performance on the intraday level
  • to ensure adherence and conformance of scheduled staff and Takes necessary contingency actions in case of problems and resolve daily events related to queues performance and manage company resources
  • Provide Operational insights to maximise the call centre’s operational effectiveness and efficiency through skill changes where required.
  • Monitor call arrival patterns and flag any change in arrival patterns to the VF UK Ops control and planning team.

Key Accountabilities

  • Realtime Management operation:

Includes But is Not Limited To

  • Monitor adherence and conformance of CBU, EBU and CR operations
  • Updating schedules with exception codes according to the defined process & policies
  • Monitor service levels, AHT and hours delivery and flag to operations accordingly.
  • Monitor/report on unplanned leaves and collect justifications from Team managers.
  • Realtime reporting:
  • Report on AHT at the agent level, TMs and Ops managers levels by split
  • Report on Aux use and adherence daily
  • Report on shrinkage daily
  • Report and log technology incidents and assess impacts on operations
  • Follow the escalation matrix for escalating any change in call behaviour

Long Description

Core Competencies, Knowledge And Experience

  • Putting Customers First
  • Performing Through Our People
  • Delivering Results
  • Managing In A Changing Environment
  • Making A Personal Difference
  • Communicating For Impact

Must-Have Technical / Professional Qualifications

  • Must have at least one year of experience in UK Ops.
  • Analytical experience, MS office use, attention to detail, and high accuracy.
  • Experience with IEX, CMS, and Avaya.
  • Excellent communication skills with internal and external stakeholders and ability to address concerns and facilitate two-way feedback.
  • Ability to multi-task, focus and complete reports for extended periods of time.
  • Ability to write routine reports and correspondences.
  • Must have good time management with the ability to work with minimal supervision and under tight timelines.

Job Application:

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