Service Delivery & Performance Analyst

Service Delivery and Performance Analyst

Our client; a large financial institution, are looking for Service Delivery and Performance Analysts to join their team in Kirkby for an initial period of 6 months.

Role Purpose

To develop Real Time capability of on the day service levels, supporting the short term resource plan

Key Accountabilities

Virtual Team Support and Development

* Support the development of a high performing Real Time team committed to achieving success through each other for the business.

* Develop existing engagement and communication models offering suggestions and opportunities for enhancement.

* Champion the cultural change needed to reinforce consistent disciplines and ways of working within the Planning and Insight team.

Stakeholder Management

* Demonstrate excellent interpersonal, communication and presentation skills, developing and evolving strong working relationships with peers and stakeholders across your business units.

* Gain operations sign off and buy in to resource and scheduling plans, ensuring all outputs are tracked and reviewed on a regular basis.

* Manage regular performance reviews with stakeholders to ensure performance is understood and maximised.

Driving Business Performance

* Pursue your own development to increase personal effectiveness acknowledging strengths and areas for development.

* Drive enhanced SLA performance through co/ordination of resource movement and offline activity management.

* Produce analysis of actual operational performance against planned, and investigate any areas of underperformance and propose solutions to key stakeholders engendering a partnership approach.

Control

* Understand the appropriate Policies and Standards applicable to my role through reading the Code of Conduct and other training allocated to me. Where responsible for risks and controls ensure that these are appropriate and fit for purpose.

Experience

* Proven ability to manage relationships with internal and external stakeholders

* Performance Management/Performance Development

* Relationship management and negotiation

* Strong communication and interpersonal skills

* Strong knowledge of contact centre resourcing fundamentals with a key focus on Real Time and intraday management principals.

* Understanding of load balancing and blending of contact centre resource across multiple functions to achieve optimum performance

* An understanding of Contact Centre WFM, workflow and telephony technologies

* Effective and professional communication skills. Ability to tailor complex information to the appropriate level for an audience in order to gain buy/in to proposals or concepts

* Ability to work within a virtual team and managing expectations with key stakeholders.

* Ability to manage own time productively and to prioritise workload effectively. Aptitude to involve the internal customer as appropriate.

Interested candidates should submit their CVs in the first instance. Alternatively contact Sean Cummins.