Duty Ops Co-Ordinator

Job Req ID: 40305

Posting Date: 16 Oct 2024

Function: Plusnet contact centres

Unit: Consumer

Location:

Doncaster Contact Centre, Doncaster, United Kingdom

Salary: 28,500.00

About the role

To be the operational extension of the Real Time Role to enable Real Time to focus on monitoring service levels and driving required actions across the Operation to protect the Customer Experience and Service Levels. To support and drive departmental performance and efficiencies.

To provide a key link between the Operation and Realtime and Resourcing to ensure Schedule adherence and allocation of work is managed effectively across all areas of Plusnet service

Reporting to the Head Of Site the Site Duty Operations Coordinator is accountable for on the day activities which impact service levels. Working closely with the Real Time Team to ensure service levels are met on a daily basis

You'll have the following responsibilities Key Skils

Responsible for Daily Capacity Management by supporting the operation by identifying key impactors and/or call drivers to feed into the Real Time Team. Collecting examples and evidence where required and providing information to escalate or raise issues.

Supporting the service level, ensuring the right people are in the right place at the right time to deal with the call volumes (i.e. buffers are set correctly/balancing the skills across the right call queues), ensuring that a balance between business requirements and people / customer needs are met.

Work closely with the Operational management team, attending daily/weekly calls and meetings to highlight issues and take ownership of actions for the site.

Attend Capacity calls planning, scheduling, HOS and Ops Managers pro-actively looking at driving the performance/resourcing of the site.

Pro-actively utilises availability across the sites to create the best level of efficiency for the business.

Support outsource partners in sharing best practice and ways of working.

Produces daily and weekly successes/challenges report based on companywide, site and departmental performance

Pro-actively feedback on the utilisation of TL schedules, highlighting any concerns over cancellations of pre-booked time

Responsible for pro-actively seeking opportunities to improve service level.

Facilitate and lead on operational calls for Campaigns during any major device launches.

Key Skills

Experience in working towards and meeting targets.

Intermediate to Strong Excel Skills

Team player, willing to assist to ensure projects are completed

Ability to work to tight deadlines and work under pressure to meet these targets

Comfortable with assignment of large volumes of work as well as individual tasks

Able to prioritise effectively

Commitment and drive to self manage tasks and workload and prioritise key activities

Excellent communication skills

Ability to work as part of a team and on own initiative

Highly motivated with ability to drive results

Ability and confidence to raise potential issues to other team members

Ability to work with and manage a number of key stakeholders

Able to multi-task and think on your feet to drive a fast resolution.

Ability to Maintaining performance levels under pressure and managing many variables.

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Duty Ops Co-Ordinator