Reporting into the Head of Planning & Reporting, this role is critical to make our administration function run smoothly and efficiently, balancing service performance requirements across both our member helpline and our back-office administration casework channels. Actively monitoring the live performance of the function allows our administrators to meet the daily demands of our members. You will need a keen eye for detail and feel comfortable in making decisions that involve balancing the business needs with those of our members.
Taking a proactive approach using 'real-time' analytics you will be collating and interpreting data regarding Administrator, Member and Business-related activities with an aim of providing insight and analysis. You will also be responsible for prioritising and allocating casework and non-immediate work to administrators as part of their daily activity, working closely with your colleagues to ensure the right balance of resource is included in schedules.
You’ll provide a holistic view of performance and service, prioritising activities across the administration functions with specific reference to core Service Operations processes. You’ll be critical to day-to-day performance delivery but also identify opportunities to improve the way that we work – whether this be around our processes, our people or our technology.
You’ll be working alongside Operational Managers, the Work Allocation Manager and Planning & Reporting Business Partner to provide the full end-to-end planning.
Main tasks & responsibilities:
- Agree tactical workload priorities (daily / weekly) with operational leadership team and produce daily resource and performance plans with workload priorities, allocation and resource availability to achieve agreed member service level targets.
- Allocate work to operational staff based on tactical priorities and resource availability. Maintain close contact with operational teams throughout each day to seek feedback on own activities and to address any issues or concerns with workload.
- Manage the operational capacity plans in real-time to match resource to demand across front and back office operational activities, driving productivity and improving efficiencies to achieve operational performance.
- Plan and schedule coaching sessions, meetings, training, and any special events based on business requirements
- Monitor and analyse real time performance against plan including the volume of calls offered and answered within service level, average handling times, FTE levels, shrinkage levels, schedule adherence, etc. Produce Intraday reporting against these and other key performance indicators.
- Work with Head of Quality and Technical Competence and operational manager to understand skills gaps and requirements based on short term priorities and to agree training that will be built into schedules to meet these priorities.
- Feed back to the management team on performance trends and variances to plan, identifying opportunities to improve our planning and operational delivery.
- Ensure strong governance of the work prioritisation and allocation process, maintain decision logs, actions and in day commentary.
- Other duties as required
Essential knowledge, skills & experience:
- Strong problem resolution and decision-making skills and ability to resolve issues - be creative and resourceful, demonstrate sound judgment and accountability, escalating issues as appropriate
- Self-motivated; able to work both independently to complete tasks and respond to department requests, as well as collaborating with others to identify quality solutions
- Strong organisational, planning and project management skills; ability to prioritise tasks to meet business requirements and deadlines
- Ability to work with functional groups and different level of employees throughout BTPS to effectively and professionally achieve business results
- Strong written and oral communication skills, including the ability to present ideas and suggestions clearly and effectively
- Proven track record in Real-Time contact centre management and skills based routing
- Experience of working within a back office or client customer/ member facing telephony environment.
- Skilled with Microsoft Office tools including Excel, PowerPoint and Word to analyse and communicate performance and planning information
- Strong ability to interpret and analyse data quickly and accurately
- Strong stakeholder influencing and negotiating skills and experience
Desirable knowledge, skills & experience:
- Experience in real-time monitoring across both front and back-office functions
- Experience in using 8x8 or similar call management systems
- History of WFM and telephony routing technology configuration
- Experience of using Intellipen pensions administration system
- Experience of producing tactical resource plans and of prioritising and allocating pensions administration casework
