Description
Workforce Manager required by a large financial services firm. You will need strong analytical data skills with the ability to understand MI, alongside experience of overseeing large teams (70-140 people) in a Contact Centre setting. You will be working closely with team leaders to identify underperformance and make plans to remediate/improve performance. Lead the design and continuous improvement of the management and dashboard reporting to provide insights and inform understanding around how teams and individuals can improve.
In addition, this role will assist with Performance Coaching and will support the team leaders in gathering evidence on poor performance and working with individuals to improve their performance. Identifying outstanding performance and motivating employees through recognition programmes. Building strategies for achieving goals, building strong teams, be the custodian of the performance metrics (KPIs including Service Levels, Backlog management, Productivity Analysis, Capacity Planning, and performance management).