Optimisation and Workforce Manager

Job Description

In order to support the new Operating model, we now require an Optimisation and Workforce Manager to support all aspects of workload management, capacity planning and forecasting across the Contact Centre, Arrears Support Unit, Fulfilment and Recoveries functions, along with managing outbound campaigns and reporting of same.

The role is central to driving portfolio optimisation, campaign management, capacity management and efficiency creation across the wider customer focused functions, and will evolve to include additional channels such as SMS campaign management and workflow oversight across the enterprise.

This is an integral role for the business and will ensure adherence to SLA’s and regulatory requirements.

What will you be doing?

• Delivering a resource plan within budget across Customer Experience and the wider Customer facing teams.
• Create capacity plans, based on resources available, to provide an overall picture of capacity, flexing and dialling up and down of strategies.
• Provide support to the workforce and dialler specialist and real time monitoring of the floor ensuring adherence to schedule.
• Train all Contact Centre managers in work force management and real time monitoring, ensuring capacity to monitor the end to end customer journey and associated SLAs.
• Ensure all joiners and leavers processes regarding system access to Amazon Connect and Dialler are completed in a timely manner.
• Take responsibility for certain administration tasks within Amazon Connect such as real time IVR changes.
• Work closely with the Customer journeys management teams to enable them to performance manage their teams based on adherence to scheduling.
• Liaise with the Contact Centre management team to build outbound campaigns and continually review the effectiveness and validity of same while ensuring capacity across all teams to manage increased flow associated with strategies and campaigns.
• Review Amazon Connect reporting and MI to ensure accuracy with the support of the workforce and dialler specialist.
• Work closely with the technical Telephony Teams to further enhance and develop Amazon Connect to bring additional capability to the Contact Centre.
• Analyse historical data, overlay with events that may have impacted volumes, to forecast more accurately in future.
• Work closely with the Customer Management and establish a work force management forum to discuss trends.
• React accordingly in the event of any system outages or surge events and take positive steps to call deflect and support the Contact Centre operations.
• Act as SME for all Contact Centre telephony operations.
• As required, develop the Optimisation and Dialler and Workforce specialist to ensure succession planning and coverage for annual leave.
• Ensure all 1-2-1’s, return to works, annual reviews and all aspects of people management are completed for any direct reports.
• Build online learnings regarding workforce management in conjunction with the training team to education Contact Centre and wider customer journey managers in the principals of WFM.
• Work closely with the workforce and dialler specialist to ensure that all Inbound SLA’s are met, whilst adhering to all regulatory requirements for outbound dialling.
• Act as business owner for the various technology platforms associated with your role – Amazon Connect, Acqueon Dialler and SMS provider.
• Create and manage skill sets and priority groups to enable additional telephony support in the event of a surge.
• Extend capacity planning and forecasting methodology beyond the Contact Centre to the Arrears Support Unit, Fulfilment and Recoveries teams, producing a consolidated, cross-functional view of resource demand and supply.
• Partner with the Arrears Support Unit, Fulfilment and Recoveries leadership teams to align workload, staffing and scheduling with portfolio strategy and treatment volumes.
• Support portfolio optimisation activity by analysing account and case-level data across arrears, fulfilment and recoveries workstreams to identify opportunities to improve treatment outcomes and resource allocation.
• Identify, design and implement efficiency creation initiatives across the Contact Centre, Arrears Support Unit, Fulfilment and Recoveries, tracking and reporting benefits realised.
• Own end-to-end capacity management across all supported functions, producing regular MI on capacity, demand and efficiency to senior stakeholders.
• Act as the key point of contact for cross-functional capacity and optimisation projects, working with Operations leadership to embed a continuous improvement culture.

Qualifications

You will be responsible for ensuring the delivery of telephony SLA’s both Inbound and Outbound, within budget. This is a key role within the business and will enable optimisation of the Contact Centre, Arrears Support Unit, Fulfilment and Recoveries operations. This role may expand further based on operational requirements.

Skills & Person Specification

• Previous experience of workforce management.
• Experience forecasting, scheduling, capacity planning.
• Good attention to detail and ability to use data to drive positive actions.
• Previous people management experience.
• Good knowledge of Microsoft Office applications, with the ability to quickly learn new systems.
• Previous experience of workforce management tools such as AWS preferable.
• Understanding of outbound dialler requirements, campaign management and MI.
• Ability to react and deal with change in a fast-moving environment, ensuring re-forecasting of SLA’s based on arrival patterns when calls are over forecast.
• Data driven with strong attention to detail.
• Ability to forge strong client working relationships.
• Ability to influence and coach peer group to ensure their buy in of the work force management principals.
• Consistently demonstrates that “the customer is at the heart of everything we do” by ensuring that customer impact is considered in the course of all tasks and activities
• Experience working across multiple operational functions (e.g. contact centre, collections/arrears, fulfilment or recoveries), with the ability to balance competing priorities across teams.
• Understanding of portfolio optimisation principles and how capacity and efficiency decisions affect arrears, fulfilment and recoveries outcomes.
• Track record of identifying and delivering efficiency creation initiatives, with the ability to build a business case and evidence benefits realised.

Additional Information

Central Bank of Ireland (“CBI”) Fitness & Probity Regime

This is a Controlled Function (“CF”) role as defined by the Central Bank Reform Act 2010. For CF roles, appointment will be conditional on Mars Capital being fully satisfied that the appointee meets the requirements as set out in the Fitness and Probity Standards issued by the Central Bank of Ireland.  In the case of proposed appointees to Pre-Approval Control Functions, this includes prior approval by the CBI of such appointments.

D&I statement