Role purpose:
* Monitor and Control Vodafone UK consumer , customer relation and EBU in house operation performance on intraday level to ensure adherence and conformance of scheduled staff and Takes necessary contingency action s in case of problems and resolves daily events related to queues performance and manage company resources
* Provide Operational insights to maximizing the operational effectiveness and efficiency of the call center through skill changes where required.
* Monitor call arrival patterns and flag any change in arrival patters to VF UK Ops control and planning team.
Key accountabilities:
1.Realtime Management operation:
Includes but not limited to:
* Monitor adherence and conformance of CBU, EBU and CR operations
* Updating schedules with exception codes according to the defined process & polices
* Monitor service levels, AHT and hours delivery and flag to operations accordingly.
* Monitor/report on unplanned leaves and collect justifications from Team managers.
*
2.Realtime reporting:
* Report on AHT at agent level, TMs and Ops managers levels by split
* Report on Aux use and adherence daily
* Report on shrinkage daily
* Report and log technology incidents and assess impacts on operations
* Follow escalation matrix for escalating any change in call behavior
Core competencies, knowledge and experience:
*
Putting Customers First
* Performing Through Our People
* Delivering Results
* Managing In A Changing Environment
* Making A Personal Difference
* Communicating For Impact
Must have technical / professional qualifications:
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