Description
I am currently recruiting for a Service Delivery Analyst for a leading Retail Bank. I have outlined the role details below.
Role: Service Delivery Analyst
Rate: Up to £300p/d
Contract Length: Until 08/06/15 initially
Location: Northampton
To develop Real Time capability of on the day service levels across the bank and Fraud Operations, supporting the short term resource plan
The Service Delivery Analyst will:
*Manage the delivery and allocation of skilled resource across all contact centre environments (Risk Ops and Sales & Service), ensuring that area service targets are achieved in the most cost effective way, while delivering an exceptional Customer Experience.
*Provide consistent communication between the virtual Real Time Team, Operational Team Managers and Site Leaders, so that any service issues are highlighted, recommendations made and targets achieved through sensible negotiation and prioritization across the Operation
*Support the design and implementation of service protection strategies, ensuring buy in and commitment at all levels.
*Support development in the virtual WFM team helping effective communication, review and development of engagement processes and achievement of performance goals.
*Liaise with Operations on service delivery issues, taking corrective action to meet service level goals or to increase productivity
*Key Involvement in daily meeting with Operations Managers and Planning to review performance, forecast accuracy and absence levels assisting with action plans as necessary and Identifying the reasons for failure of SLA goals.
*Facilitate and implement solutions with the rescheduling and optimization of exceptions, to minimize impact on the floor and to mitigate hotspots and maximize availability
Essentials for the Service Delivery Analyst role:
*Proven ability to manage relationships with internal and external stakeholders
*Performance Management/Performance Development
*Relationship management and negotiation
*Strong communication and interpersonal skills
If you would like to apply for the Service Delivery Analyst role, you can either apply via the "apply" tab OR send a copy of your CV to (see below)
Rullion IT Plus Ltd is acting as an Employment Business in relation to this vacancy.