In this role, you are accountable for 1. Effective planning of activities (e.g. training, team meetings, and other shrinkage activities) to ensure that resource utilisation is maximised, and that the achievement of target service levels are not compromised. 2.
Management of holiday process for the operation, ensuring that holidays do not exceed planned thresholds, while ensuring that all holidays are allocated on a fair basis. Communicate directly with staff and managers throughout the annual leave process. 3. Actively attend appropriate meetings with the operation to manage daily workloads and performance and share the resourcing picture.
Communicate performance impacts and achievements through written and verbal means. 4. Analyse real time service level impacts and take action to ensure service level targets are met. Monitor work queues and agent activities.
Negotiate with operational management when shrinkage activities are repositioned. 5. Translation of weekly/daily call centre resource plans through skill-set analysis and call profiling, ensuring that resource is best deployed to achieve service level targets in all areas. 6.
Work independently and as part of a team to ensure all scheduling deadlines are met. 7. Responsibility for the administration of the Workforce Management system and ACD ensuring that they are kept up-to-date and 100% accurate with staff and schedule data. 8.
Updates, prepares, and inputs accurate relevant statistical data for management reports on a regular basis (daily/weekly/monthly). 9. Liaise with IT providers to ensure that staff has appropriate access to WFM systems. 10.
Provide administrative support as required by Contact Centre Management Team. Produce ad-hoc statistical information when required. 11. Responsible for the security of documents, information, and equipment under post holders control, in accordance with NHSBSA policy.
12. Regularly review personal development objectives to identify development opportunities that will continuously enhance existing skills. Ensure skills and competencies are updated in line with any changing requirements of the post. 13.
Attend Forums and Conferences relevant to the role, as and when required. 14. Attend other NHS sites for meetings or visits relevant to the role, as and when required. 15.
Carry out any additional duties and responsibilities as required, commensurate with the job grading

Please refer the Job description for details