What I'll Be Doing - Your Accountabilities
- Drive efficient capacity planning & scheduling, define and governs process to build weekly/monthly/quarterly staffing plans and ensures deliverables are met to CFU partner/stakeholder satisfactions & FTEs are available when required to manage the end customer delivering good customer experience.
- Responsible to partner with Scheduling team at CLF level to deliver best fit staffing, hours and volume forecasts at a daily, weekly, monthly basis for multi-site operation for Voice, Chat Back Office and Blended Businesses.
- Work with Planning Managers, Operations & Partner Managers to ensure right capacity projections & maintain SLAs. Co-ordinate between the Operations team, Hiring, Training, Resource & Demand teams for pipeline
- Thorough knowledge of WFM Capacity planning & Scheduling principles that would be necessary in performing the job role. Knowledge of WFM tools (Genesys, IEX preferred) and applications
- Responsible for maintaining desired staffing and driving the required productive hours delivery by Operations. Prepare mitigation plans, optimisation of advisor schedules, staffing to ensure maximum capacity.
- Defines and governs process to track and report performance and prouctive hours on interval/ daily/weekly/monthly basis and provide real time insight to operations
- Owns stakeholder relationship - operations, CFU's and partner's across CSS towers & planning teams through daily/weekly/monthly connects
- Manage business activities such as root cause analysis, Risk management and new program/tool launches by working with CFU Partners, operations and other functions
- Tracks and highlight risks / issues as per escalation matrix, support Service Level recovery, notify any major issues to partners and operations at right time
Skills Required For The Job
Stakeholder
- Ability to engage, guide, challenge, and influence CSS/CFU stakeholders wherever appropriate
- Decision making in according to established solutions
Workforce management
- Significant experience & detailed understanding of WFM principals, planning, scheduling & forecasting process
- Full understanding of workforce tools (IEX) & able to guide stakeholders on best fit scheduling approach
- Full understanding of business challenges arising out of workforce related situations & behaviours, ability to analyze & recommend solutions
Analytics/Reporting
- Analytical mindset
- Ability to produce analysis with different data sets
- Ability to identify insights from monthly/weekly reports
- Effective presentation and facilitation skills
Transformation
- Continuous Improvement mind-set
- Implementing best practice WFM processes and tool-sets
Leadership
- Able to communicate effectively across levels
- Comfortable working in a matrix management
- Leads and drives delivery, projects to reflect results
- Able to challenge status quo
Experience You Would Be Expected To Have
- 7-8 years of Experience of working in Workforce Management, should have experience in capacity planning, scheduling (tool based), forecasting and analytics
- Should have sound knowledge & experience or working in IEX (Admin level is preferred)
- Excellent analytical and mathematical skills
- Experience of managing senior stakeholders
- Experience of successfully supporting deployment of new processes/tools
- Full understanding of best practice WFM and the BT Way and BT standards for Governance, Templates and Deliverables
- Knowledge of our GBS functions
Compliance and Confidentiality: Maintain strict confidentiality and data privacy standards to safeguard employee data and sensitive HR information.
Why this job matters
The Service Governance & Insights Team Lead coordinates the delivery of service governance and insights operations across the service organisation, ensuring policies and standards are visible and achieved as well as drives efforts to enable the service platform's ability to innovate.
What You'll Be Doing
1 - Coordinates teams in the utilisation of frameworks that share leading practices on team model designs, tools, and governance.
2 - Contributes to the design of customer support and governance models.
3 - Participates in customer discussions, supporting the identification of operational priorities and impacts that support alignment to strategic decisions.
- Supports the team's efforts around automation, tooling and monitoring opportunities across the delivery unit.
- Coordinates the analysis and communication of risk, supporting strategies with functional leaders across service disciplines.
- Ensures that contractual and delivery documentation are maintained with accuracy and that details are kept up to date.
The Skills You'll Need
Tactical Planning
Service Assurance
IT Service Delivery
Regulatory Compliance
Continuous Improvement
Problem Solving
IT Audits
Customer Insights
Risk Management
IT Security
Data Analysis
Technology Governance
Business Process Improvement
Technical Reporting
Talent Management
Decision Making
Growth Mindset
Quality Assurance
Performance Management
Inclusive Leadership
Our leadership standards
Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.
About Us
BT is part of BT Group, along with EE, Openreach, and Plusnet.
Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.
We value diversity and celebrate difference. We embed diversity and inclusion into everything that we do. It's fundamental to our purpose: we connect for good.
We all stick to the same values: Personal, Simple, and Brilliant. From day one, you'll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won't be alone: we'll be there with help and support, learning and development.
This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.
A FEW POINTS TO NOTE:
Although these roles are listed as full-time, if you're a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.
DON'T MEET EVERY SINGLE REQUIREMENT
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.
