Operational Floor Manager

Recruiter
M&G Prudential
Location
Stirling
Posted
22 Mar 2019
Closes
27 Mar 2019
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time
Working with M&GPrudential as an Operational Floor Manager means becoming part of a brand with a global reputation and an exciting vision: to become the best loved and most successful savings & investments business. The forthcoming planned de-merger of M&GPrudential from the Prudential Group PLC provides a terrific opportunity to create a truly international and integrated savings and investments firm. A firm built on a rich and long history and with a commitment to an innovative future centred on the needs of customers and clients. There is a genuine opportunity to drive competitive advantage with value creation through the formation of this new organisation. If you're inspired to join us, and have the necessary qualities, then this could be the opportunity you've been looking for. The Operational Floor Manager will be based in our office in Stirling and will be responsible for tracking performance that is integral to supporting intraday contact centre activities and monitoring to ensure achievement of the desired customer experience. You will also have accountability for workforce management, scheduling and planning activities to support short to medium term plans for the operation. You will be responsible for: Planning and forecasting activities - management of demand and supply real-time reporting; determining and implementing action to achieve best customer experience; maintaining the database to enable the production of accurate short to medium term plans Business Analytics - analysing data and providing clear and accurate insights to operational leadership team, providing ongoing analysis of performance and consultant behaviour, making recommendations for enhancement Operational Management - managing time off requests and scheduling adherence; providing timely reports to team leaders, monitoring intraday performance, taking action to effect contingency actions; break/ shift optimisation; shrinkage monitoring; management of inbound and outbound schedules to meet customer commitments Management Reporting - maintaining and publishing standard reports for business operations and people leaders To be successful in this role you'll have: Experience of working in an operational and planning environment, preferably Financial Services working with contact centre scheduling tools Strong communication skills to feedback information to operational managers to improve intraday performance. Strong working knowledge and understanding of all KPI's and business targets Strong working knowledge of Microsoft office suite (excel/ access) and scheduling system understanding Experience of telephony infrastructure, data and MI Knowledge of business systems - ie Worksmart; Verint v15 Good communication skills - a natural ability to interpret and explain complex information clearly and simply Excellence in Execution - proactively seeks ways to improve personal and organisational effectiveness to meet current and future business needs; efficiency and professionalism Excellent Learning Agility - adapting your behaviour in response to new information or changes, demonstrating flexibility, swiftly mobilising to meet changing demands Strong attention to detail Ability to build Effective Relationships Critical thinking and strong problem-solving abilities People who work at M&GPrudential agree that ours is a great place to work with a brilliant team spirit. It's also an innovative, high-performing, commercial environment that's totally focused on customers. As an M&G Prudential colleague you'll get all the support you'd expect, including full training and professional development. You'll receive a competitive salary and reward package. And in a fast-changing world, you'll join an organisation that's leading the way in helping customers achieve their long-term financial goals. M&GPrudential is committed to a diverse and inclusive workplace. Our role as an employer is very simple - to provide the right environment for talented people to do their best work, by respecting, understanding and valuing individual differences. We welcome applications from individuals who have taken an extended career break, and we are willing to consider flexible working arrangements for all of our roles. Location: Stirling Recruiter: Sarah Mathers Closing Date: 28 March 2019

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