About Southwark:
Southwark is a large, ambitious and progressive council with a ‘can do’ attitude and enviable reputation. As a Council, we are successful, passionate and forward-thinking. We are committed to our ‘Fairer Futures for All’ promise which ensures that our residents and businesses are central to everything we do. If you want to make a difference at a local level, apply to Southwark Council today.
The Role:
We are seeking applications from officers interested in working in the corporate contact
centre, who have passion for performance improvement and nurturing of frontline officers so they can understand and adhere to operational guidelines and schedules.
The key purposes of the post holder(s) will be to serve primarily as a subject matter expert (SME) for identifying and addressing gaps in agents’ performance in the areas of
adherence & conformance to schedules, observance of etiquette and discipline, as well
as compliance with operational guidelines as pertains to contact handling.
In this regard, they will apply data and other evidential information to monitor agents’
individual performance issues and make recommendations for improvement, in
collaboration with Team Managers and the workforce development team. They will
perform data collation and reporting functions on behalf of the service under the direction of the Quality and Data Manager.
You will report to the Quality and Data Manager and produce basic and complex
management and performance reports from time to time; as well as participate in
workforce planning, demand forecasting and scheduling activities regularly.
About You:
To be successful in your application, you must have demonstrable experience of
managing productivity and adherence in a contact centre or similar environment; as well as experience of articulating gaps in agents’ performance based on data, intuitive
evidence and systems information.
Additionally, you should have experience in guiding frontline staff in achieving individual and team focused key performance indicators; aswell as experience of motivating and coaching individuals and teams to deliver targets.
Additional salary details
You will work 36 hours Monday – Friday,
Predominantly during the hours of 8am – 8pm flexibly to discharge your coaching, training and other activities, in collaboration with others sharing your job description.
We will only consider applications from internal candidates, that are current employees or agency workers on an active assignment
Benefits and more information:
- https://jobs.southwark.gov.uk/why-us/
- https://jobs.theguardian.com/minisites/southwark-council/life-at-southwark-benefits-and-more/
Recruitment timetable
Advert Closing Date: 11:59pm on 30th October 2022.
Interview Date: 11th November 2022
We are an organisation who is passionate about our people and understands that richness of diversity is a requirement to provide the best possible services to our communities. This is demonstrated through our council-wide ambitious commitment to tackle racial inequality in our communities and workforce through our Southwark Stands Together initiative. We particularly welcome applications from members of the black, Asian and ethnic minority communities to increase representation at senior management level in the Council.
SWCINT
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