Abtran Hiring for Command Centre Team Lead Job at Cork , Ireland Full Time

Command Centre Team Lead

At ABTRAN we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company’s growth. We are hiring the best people and helping them grow both professionally and personally, to ensure a bright future.

Let us tell you more about this great opportunity:

• Reporting to the Forecasting and Capacity Planning Manager you will manage day to day operations of the Command Centre. You will oversee the real-time monitoring of all workgroups and queues, partnering with Operations and Service Delivery teams to ensure SLAs and KPIs are achieved.
• You will manage the Real Time Analysts, providing regular 1:1’s, coaching, feedback and team meetings, ensuring the Command Centre team is aligned on delivering real time service delivery to Abtran’s customers.
• You will maintain a special emphasis on maximising occupancy and staff utilisation when over or under forecast, ensuring fiscal responsibility across all workgroups.
• You will constantly analyse data to make decisions in real-time on day-to-day operations in order to maximise work, resources, and productivity. This includes analysing daily and weekly coverage reports, collaborating with cross functional teams, and communicating to all levels of management.
• In this role, you will be working in a fast-paced environment where every day brings unique new challenges and new opportunities. You should have excellent business and communication skills and have the willingness to learn and grow in the role.

How you will spend your day:

• Lead, motivate, and develop a high performing team of Real Time Analysts, to deliver real time service levels and KPIs
• Ensure efficient management of resources across all workgroups through real time and intraday monitoring of KPIs such as SLA, AHT, ABN as well as absence, lateness, and shrinkage.
• Oversee the updating of the WFM system for schedule updates to ensure accurate reporting of staffing and headcount.
• Review, optimise, and continuously improve Command Centre processes, ensuring a consistent and holistic approach to intraday and real time management of workgroups.
• Champion actions to maximise available resource and headcount, as well as utilising time to complete off the phone activities.
• Partnering with Operations and Service Delivery teams on key areas of opportunity, creating alignment, and managing key areas of accountability/responsibility.
• Take responsibility for utilisation of WFM tools and systems such as implementation of real time and intraday alerts, proactively communicating to agreed stakeholders.
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
• Creating a regular feedback process with Forecasting and Scheduling teams to highlight any trends in performance.
• Sending out periodic and end of day performance updates as required by the Operational Management Team, providing accurate commentary on events throughout the day that impact the business.
• Providing real & near-time data analysis and reporting on call trends, service level, efficiency, individual and team targets, etc. as required

Our ideal candidate will have:

• At least 2 years WFM experience is essential. Real Time Management is preferred.
• People management or supervisory experience is advantageous.
• Knowledge of various forecasting/scheduling software and real time management tools.
• Be proficient in Microsoft Office, primarily Excel.
• Ability to influence and persuade other people without direct authority and ability to work in high pressure and dynamic environment.
• Cross functional collaborator who can manage multiple business relationships while achieving common business goals.
• Be a multi-tasker by efficiently working on multiple computer programs, communicating with customers and/or clients, and interacting with team members.
• Skilled in researching, thinking critically and exercising good judgment when answers aren’t apparent.

Personal Attributes required:

• People focused and able to create high productive and diverse teams through coaching, feedback, and personnel development.
• Real-Time Decisions – able to work under pressure and take quick decisions to make sure operations meet all targeted KPIs.
• Strong organizational and problem-solving skills.
• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
• Ability to communicate call centre data/forecasts to all levels of employees in an understandable fashion.
• Ability to work independently with minimal supervision.

#ABWFH

Job Types: Full-time, Permanent

Salary: From €33,000.00 per year

Benefits:

• On-site parking

Schedule:

• 8 hour shift

Reference ID: 1357