Adherence Manager

Phoenix Group ,
Edinburgh, City of Edinburgh
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Job Description

Job Family - IT & Change, Band A UPP Career Level - Customer Relations, Universal, Senior Professional Team Leader Duration - Permanent Closing Date - 10th of June 2020 Contact - Amy McFadden / Sam Doran As part of the Phoenix Group, Standard Life is moving with confidence into a new phase in our long and successful story. We're currently recruiting for an Adherence Managers to join our Customer Relationship Development team. The successful candidate will be responsible for understanding and executing our telephony resourcing plan, reacting to changes where required. This is a great opportunity for candidates with a background in planning in a Contact Centre or similar Real Time customer facing environment. You will be responsible for making customer and data driven decisions to ensure that we have the right people with the right skills in the right place at the right time in order to ensure we meet our customer service levels. . Reporting directly to the CRD Department Manager your key responsibilities will include: * Building and maintaining relationships across Customer Operations * Monitoring data to determine when intervention is required and analysing which action to take * Control, update and review 'exception' resource requests e.g. holidays, sickness, SME etc within the week and on the day * Liaise with the Team Managers to ensure optimum agent availability is maintained at an individual level, throughout intraday intervals. Analysing non-processing and off the phone activity/non logged activity to ensure it is managed to the required level throughout the day to maximise efficiency/maintain KPIs etc. * Accurately record, monitor and analyse past service performance and impacts to help inform future actions. * Analyse relevant available MI to understand and report on the impacts on service and forecasted performance within area of responsibility. * Ensure any workforce related changes/updates are fed back through to Planning to ensure all data is kept up to date on the Planner/Workforce Management System * Highlight and escalate as appropriate any potential issues to the relevant stakeholders, which will impact on area's ability to reach/maintain required service levels and forecasted performance. * Engage directly with the individuals on the phones real time and move duties / lines as required * Driving the delivery of agreed Service Level Agreements and performance standards through monitoring operational performance and driving & communicating analysis led decisions to optimise service across Customer Operations

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