Interim Operations Control Co-Ordinator

Go Fractional; Liverpool; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Flexible hybrid working

£250 flexible benefits allowance

23 days holiday + bank holidays

LinkedIn Learning access

Bonus potential

Up to 25% discount on Very.co.uk

Matched pension up to 6%

Job summary

The Very Group is seeking a proactive Data Analyst to join our customer care and operations teams in Liverpool. You will monitor real-time data to drive robust decisions that maximise efficiency, productivity and service delivery across channels.

You will work with Ops Control Analysts and planning teams to shape the daily schedule and resource plan. Ideal candidates will have experience in real-time data supervision, workforce management or call centre analytics, with a collaborative mindset

Responsibilities

• Leading and facilitating accurate real time tracking of resource supply including shrinkage management, across the customer care estate.
• Working collaboratively with Ops Control Analysts to make informed decisions to improve resource efficiency, productivity and performance.
• Outbound dialler management for Collections and Insurance campaigns, ensuring file utilization and efficiency.
• Real time monitoring of all channels across the customer care estate, providing stakeholders service levels updates per line of business.
• Building excellent relationships with planning and operational teams, maintaining two-way feedback channels, handling difference of opinion in order to deliver the best plan.
• Manages all user security set up for all systems for the Customer Care contact centre staff, with robust controls for joiners, movers and leavers.

Job description

About the role

Please note this role follows a shift pattern of Monday, Tuesday, Friday 11:00-18:30, Wednesday and Thursday 12:30-20:00.

This role focuses on analysing and interpreting data to ensure robust and accurate real-time decisions are made to maximise efficiency, productivity, performance as well as service delivery to our customer. Workforce management or service level experience in a call centre would be advantageous. Likewise, if you have experience supervising real-time data, we would love to hear from you!

• Leading and facilitating accurate real time tracking of resource supply including shrinkage management, across the customer care estate.
• Working collaboratively with Ops Control Analysts to make informed decisions to improve resource efficiency, productivity and performance.
• Outbound dialler management for Collections and Insurance campaigns, ensuring file utilization and efficiency.
• Real time monitoring of all channels across the customer care estate, providing stakeholders service levels updates per line of business.
• Building excellent relationships with planning and operational teams, maintaining two-way feedback channels, handling difference of opinion in order to deliver the best plan.
• Manages all user security set up for all systems for the Customer Care contact centre staff, with robust controls for joiners, movers and leavers.

About you

Passion and pride in your work and a natural desire to connect, lead, collaborate and be a team player is a must. This is an opportunity to play an important part in The Very Groups ambitious journey and an exciting, purposeful role which can make such a positive impact for the business and the future.

Benefits

• Flexible, hybrid working model
• £250 flexible benefits allowance to suit your needs
• 23 days holiday + bank holidays
• LinkedIn Learning access
• Bonus potential (performance and business-related)
• Up to 25% discount on Very.co.uk
• Matched pension up to 6%

Interview Process

You can expect a one-stage interview process for this position:

1st stage - A 60-90 minute interview, ideally in person with the hiring team to discuss your skills and relevant experience. This is a great opportunity to find out more about the role and to ask any questions you may have.