Location: Hamilton/Wilmslow/Bracknell - Working from home and office working required Hours of work: 36.25, core hours with weekends on a rotation As a Service Delivery Administrator you will be responsible for maximising on the day operational efficiencies across the customer facing operation of the customer care estate to ensure the balanced delivery of agreed service levels through the effective utilisation of Partners on a real time / intra day basis in an ever-changing environment. Your primary focus is Yesterday, Today and Tomorrow providing up stream information on the performance achieved to the scheduling team and forecasting team enabling these teams to have a 360 degree view of the plan outcomes. You will be responsible for ensuring the effective balance of Partner resources across all contact channels to achieve service level agreements within Customer Care and you will play a key role in driving a consistent customer experience, driving efficiencies and operating in an agile way. You will be required to build and maintain good working relationships with both internal departments and other functions. You will ensure all service activities are monitored and provide real time communication to identified stakeholders, highlighting operational issues for swift resolution minimising risk to service delivery. You will work collaboratively with stakeholders and ensure risks to service delivery are understood and minimised. In relation to the above you will also be responsible for the maintenance and upkeep of the Work Force Management (WFM) platform and related products to ensure you always have an accurate view of the resources available to you and the records within the WFM reflect the data that we hold within the partnerships HR system. Qualifications and Experience skills you’ll need Prioritisation Works well under pressure Decision making Stakeholder management & engagement Customer centric mindset Essential Experience in a planning environment with workforce management software Experience in a planning environment within a Multi Channel Multi Site Contact Centre Good working knowledge of spreadsheets such as Microsoft Excel or Google Sheets Experience which demonstrates effective management of data with high accuracy results