Job Description
These are exciting times at RBS Insurance as we divest from the RBS Group to form one stand alone company- We're currently building 'Britain's Best Insurer'- With our famous brands like; Direct Line, Churchill, Green Flag and Privilege, think of the possibilities- And we want you to be part of our future success- And as we develop as a company we'll ensure you do too, with world class training and development structure-
We currently have an exciting opportunity for a Service Delivery Leader based in Glasgow-
We're looking for an experienced and dynamic individual with previous experience of analysing telephony performance in a call centre environment- Whether it be call levels during busy periods or making sure we've enough staff available to help our customers, you'll posess a skill for analysing data, understanding what this means for the business and customers, and taking appropriate action to ensure department performance within the telephony standards - including telephony compliance- Maintenance of telephony performance ensures we have the right number of people and the right time available to answer our customer calls-
Requirements
A good understanding of contact centre service delivery- Experienced EWFM user- Data analysis skills- Ability to influence overtime and and holiday management- Workstate planning and telephony planning experience- Awareness of the importance of call standards- Proactive approach- SWEP management experience-
Responsibilities
· Use Call monitoring systems to monitor and manage real time telephony performance of department · Identification of any / all events which drive handlers outside of agreed breaks / lunches / start times / finish times · Update EWFM with details of amended shift (including Absence) - within standard operating guidelines- · Take all appropriate action to mitigate impact on customer service - in line with Standard Operating Procedures · Ensure sufficient balance between Telephony performance and Claims administration · Review appropriate reports / stats to identify trends and or issues (inc- non adherence to call standards) · Primary liaison between operational management, Q-Management and Planners in the development and maintenance of Standard Operating Procedures- · Define and escalate all problems which affect telephone performance and workflow management · Support problem solving process to ensure regular / major problems are eradicated · Engage with Operational Management to ensure telephony performance is managed in line with standard operating procedure / best practice as appropriate · Optimising the effectiveness of Department overtime, Including actively promoting the requirements · Analyse MI to identify inconsistencies and report findings to the appropriate source- · Comply with the rules and requirements of the FSA and any other legal/ regulatory/ risk management frameworks
Additional Website Text
Salary range £18,000 - £23,000 pa plus 21% benfits package (including 11% pension) which can be taken as cash! Plus opportunity to earn up 15% performance related bonus annually-
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