JOB SUMMARY:
Ten exists to become the world’s most trusted service provider. As Workforce Assistant, you will be part of a global team that will play an integral role in ensuring the reliability and consistency of our 24-7 service through appropriate staffing and planning over short-term time periods. Supporting a large global operation with constantly changing volume, location and language needs, you will use data, scheduling and forecasting tools to distribute our demand in the best way to deliver the member request in the best time. Success in this respect means we consistently achieve all core service level agreements (SLAs), and deliver best in class service as cost-effectively as possible.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
· Provide standardized daily and weekly reporting and ad-hoc analytical support to the wider operations team at Ten to ensure there is full understanding of volumes and resourcing in your region
· Analise SLA’s and Response Time to ensure we have effectively scheduled
· Ensure high visibility of the jobs volumes approach that informs scheduling so that other stakeholders are clear and bought into changes required to meet demand.
· To meet or beat targeted performance SLA’s through effective allocation of demand.
· Ensure that if last minute absence affects coverage, appropriate overtime is arranged
· Provide a real time control about the demand (jobs and inbound volume), unavailability and SLA’s, ensure that all stakeholders know about the real operation health.
· Provide a strong control of overtime
· To manage shift swaps and days off request.
· To keep the schedules updated with vacation requests and absenteeism.
· To support the team to take over the public holiday coverage.
· Ensure that daily reporting on schedule adherence, unavailability and timekeeping
· Review and report on ‘Task Exceptions’ to ensure there is no manipulation of the telephony system
· Provide the allocation of jobs when required with the objective to met Response Time and achieve the regional efficiency.
Requirements
· High fluency in using data to provide quick, effective analysis and forecasting, including use of Microsoft Excel
· Graduation completed or on course
· English is highly desirable
