Contact Centre Workforce Manager
HealthHero, United Kingdom
Job Description
Headquartered in London, HealthHero marries human expertise with digital convenience to provide fully holistic virtual healthcare. Built on the foundations of established companies with proven sector and country expertise, combined with bestin-class digital technology, HealthHero is now the largest digital healthcare provider in Europe, delivering 24/7 access to doctors and expert clinicians wherever andwhenever it is needed via a suite of tools including video calls, online chats and phone.
HealthHero is on track to being one of the largest digital health players in the world through a combination of buy-and-build and scale up of an existing portfolio through organic execution.
We are looking to build a high calibre best in class Mental Health workforce supporting the Mental Health Service and that is where you come in. We are looking for a Workforce Manager OR Contact center Resource Manager to join us on our journey.
We are looking for an experienced Resource Planner / Workforce Manager.
What will you be doing?
- Budgeting capacity planning, forecasting, and scheduling amp; accurate and Timely reporting to optimise staff deployment and balance workload as labour demands change
- Stakeholder Management
- Meeting client requirements within TAT and with accuracy
- Ability to handle high level data analysis and data
- Assist with scheduling and process time-off requests
- Generate reports to show changes to productivity or performance
- Provide updates on efficiency to company leaders
- Coordinating programmes
- Maintaining accurate and current records, in line with employment legislation and using appropriate software systems
- Tracking time amp; attendance using WFM tools and processes to reveal attendance patterns and predict changes in demand to pinpoint potential gaps in coverage, improve payroll accuracy and address chronic absenteeism
- Holiday amp; Leave planning management tracking leave balances, paid time off, absence, calendars, schedule conflicts, etc.
- Tracking amp; adhering to compliance with employment legislation, internal policies, TU agreements, training and working time to ensure a consistent approach
Requirements
What will you bring to the team:
- Proven track record delivery against demanding targets and timescales
- Previous people management experience with the ability to coach and develop
- Ability to manage conflicting demands working with colleagues to manage expectations and service delivery
- Experience of producing effective workforce analysis, reporting insight to drive management decision making across all levels of the business.
- Excellent attention to detail and high personal and professional standards
- A background in mental health would be advantageous
- Proven experience of managing Call/Contact Centres, as well as working with outsourced service providers.
- Experience of call centre metrics with the ability to analyse performance and drive through efficiencies.
- Excellent communication skills, written and verbal.
- Knowledge of Schemes and related process.
- The ability to work under pressure, meet deadlines and manage expectations in a fastmoving environment.
Benefits
What will I get in return
- Pension scheme
- Access to HealthHero healthcare services
- Medical Cash Plan
- Discount schemes
- Extra Holiday Day for your Birthday
- Free Breakfast and Snacks in office
Some extra info that’s important to us:
We welcome applications from all sections of the community as an Equal Opportunities employer. We are also happy to make any reasonable adjustments at any stage of the recruitment process should you need it, please just let us know.
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