Lead Associate - WFM

PurposeTo ensure the operation works within given ratios and staffing level budgetsTo ensure tight management of utilisation metrics and processes are defined and followedTo support the team and the operationsTo provide valuable information to the operation (e.g. Misuse of AUX, downtime ect)Highlight/Flag risk areas. AccountabilitiesWork with the operation and business to ensure processes are followed and accurate staff information is held.Ensure team deliver effective scheduling and understand impacts on the wider businessWork with operations to ensure processes & activities are managed in line with the client’s processes, whilst taking into account what we need to deliver contractually.Ensure regular review of key people metrics; utilisation & shrinkages, commitment, AHTEnsure tight management of FTE requirements and inter-departmental moves in line with budgeted ratios and business requirementsEnsure data held is compliant with DPA policies and sharing of any staff data is closely monitored and controlled.Develop and support team to ensure clarity of role and strong skills required to complete tasksCorrect booking of segments (billable purposes) SkillsAbility to work collaboratively with the operation and to ensure relationships are strong and help the business deliver key metricsStrong written and verbal communication and presentation skills; an ability to understand, analyse and explain complex problemsStrong understanding of how an outsource call centre industry works.Attention to detail and ability to understand connectivity between pieces of informationEffective decision-making skills which balance priorities of both our people and the businessAbility to lead and support a small team to provide development, direction and clarityA keen interest in finding solutions and obtaining the data required to deliverAn organised approach to own workload to ensure work can be re-prioritised / distributed as necessary