Contact Centre Insights Manager at Hollywoodbets

You Bring:

• 3 - 5 years Management experience in Contact Centre operations with proven track record
• More than 5 years’ leadership experience in Contact Centre operations 
• Dialer & CRM software knowledge
• IVR
• Quality Assurance (QA) principles and Management
• Scheduling & WFM management experience
• Proficient in MS Excel/ Word/ PowerPoint
• Real Time adherence management
• Internal audit mechanisms to identify and mitigate risk.

A Bonus to have:

• Diploma/Degree in Generic Management or related.
• Commercial Experience, related to Agreements.

What You’ll do for the Brand:

• Forecasting the appropriate staffing allocation and availability of call center staff to achieve service level objectives.
• Administers volume contingency action plans as deemed necessary and appropriate.
• Forecasting and Scheduling, working alongside operational teams, to deliver a unified contact strategy.
• Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
• Managing inbound lines and ensuring call abandonment rates are within SLA.
• Creating daily capacity planning and aligning leave management in line with the capacity requirements in relation to time and attendance, shrinkage, attrition and churn.
• Providing the optimal workforce and capacity planning solutions for the upcoming initiatives and new service launches.
• Coordinating with operations and the planning team to analyze historical data and forecast demand.
• To create, test and implement contact dialer strategies based on customer behaviours, demographics, dialer settings/ technology and data outputs in conjunction with devised strategies.
• Work as part of a team to apply dialler technology to meet evolving business needs.
• Manage dialling strategies, filters and reports to optimize performance, service levels and revenue.
• Oversee IVR & DNC maintenance in line with evolving business needs.
• Preparation and review of management reports related to all support functions.
• Ensures that all reports originating from the support departments are accurate and reliable.
• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
• Managing the analysis of daily, weekly, and monthly reporting of performance via Key Performance Indicators (e.g., service level, real time adherence, schedule adherence, quality assurance, internal audits)
• Real time and historic analysis of performance to help generate awareness which can then be used to create future strategic decisions.
• Implementation and quality assurance management of Standardization and Calibration to meet business goals.
• Participates in design of call monitoring formats and quality standards in line with business requirements.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Ensures that coaching measured and implemented in a way that fosters a positive and constructive environment.
• Identify ways in which to increase motivation and teamwork within the support departments and to foster a positive work environment.
• Creating mitigation plans for capacity risks or gaps by managing dependencies across operating units.
• Coordinate with vendors to diagnose and repair call centre issues.
• Lead initiatives for integration and implementation of new call centre technologies to improve efficiencies.
• Escalates all non-adherence to schedules, real-time, SLA breach, Quality assurance trend analysis with Head of Contact Centre’s and necessary stakeholders.

Other

• Monthly iBranch management meeting reporting, trend reporting, resource management reporting etc.
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.