Description
Head of Workforce/Workflow Manager
Location: Merseyside (remote working)
4 Month Contract
Rate: £ per day
Inside IR35
Start: ASAP
A Head of Workforce/Workflow Manager is required to lead the Clients Data and Workload management activity.
You will be responsible for a small team, ensuring the data our client holds is controlled, assured and managed effectively. Critically you will be responsible for the effective workload management of the Clients spot check activity ensuring that capacity across different teams and organisations is understood and that work is appropriately prioritised, allocated and tracked. The team is also responsible for MI collation and reporting inputs, outputs, performance and outcomes.
Essential skills/experience required
Previous Workforce and Workflow Management experience
Previous management experience of managing a reporting team
Resource management and planning
Preferred would be someone from a Contact Center environment or Omni Channel
Responsibilities:
Overall responsibility of the Clients spot check data management, MI and reporting and workload allocation and tracking
manage demand, workload and resources to meet service objectives
Ensure systems, processes and ways of working are effective
Work with the project team to improve service provision
Work with senior leaders to ensure effective end-to-end service workload management and reporting, regardless of where in the organisation activities are undertaken
Lead on development and maintenance of databases and the overall data and workload management model
Lead on end to end data integrity and quality, ensuring all data is kept up to date, is fully auditable and fit for purpose
Work with the data partner to ensure accurate and appropriately segmented business data is received
Support the director in responses to requests from other Government departments and organisations.
Certes Computing (and all of its subsidiary companies) is committed to promoting equality and diversity in its business operations.