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Position: Service Improvement Lead
Working Days: Monday-Friday
Type: Temporary ongoing role
Salary: £27.88 per hour PAYE
Location: Based in Norwich
Work Arrangement: Hybrid - mainly working from home with occasional meetings in More, London once a quarter. May go to the office 2-3 days to observe how the work is happening.
Context: Additional workload is due to an internal operational model reorganisation within the Service Improvement team. Currently, there are 6 SI leads, but another one is needed to focus on the Contact Centre.
Role Overview: Total rework of the whole contact centre department looking at processes, systems, and people's capabilities. A Service Improvement lead is needed, someone with a good understanding of contact centre operations and how they run. They do not have to be from a housing contact centre background but must understand how telephony works, forecasting, and scheduling agent adherence (a workforce management metric that tells how effectively an agent follows their schedule) with expertise in LEAN methodology (set of business principles that prioritises continuous improvement).
Responsibilities: Primary role is to lead activities, actions, and identify changes. Work with a group of 7-8 people to help deliver the changes (HRBP, BA, FBP, SI Manager).
Essential Skills: Must have stakeholder management skills and effective communication skills.
Candidate Profile: Contact centre experience is required. Highly organised due to the various moving parts involved. Flexible in their approach as they will be dealing with a multitude of different stakeholders and resilient.
Interview Process: Conducted via Teams with competency-based questions.
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