Key Responsibilities• Schedule planning for D&G’s flagship client, 200 agents over two sites (Nottingham and Brighton);• Working with the Forecasting and Scheduling Teams; operational Team Leader and CCM’s to ensure all agents are provided shift patterns that reflect operational need as well as maintaining a reasonably expected work life balance for those agents. This is provided a minimum of four weeks in advance;• Working within a WFM system (Injixo), forecasting call data and AHT; managing operational headcount for new starters / leavers; annual leave management and any FTE changes necessary within the operational; • Dealing with rotations / shift sequences and ensuring all operational teams are effectively balanced in order to deliver planned / required coverage.Key Tasks:• Analysing previous data to understand what may have impacted performance (positively or negatively) and make recommendations to the operation that will capitalise on the positive aspects or reduce the liklihood of less than preferred performance;• Scheduling of agents around contracted hours, processing / management of their annual leave requirements;• Ensuring any off-phone activity (OPA) is planned at the most appropriate time;• Attending meetings with Real Time analysts, Forecasters (and when required CCM’s / Team Leaders) to discuss any potential issues, handle rates from previous weeks and any issues which might be in the pipeline;• To provide insight in to the current shift provision with an ongoing awareness as to the need for operational reviews (based on demand changes etc.) and engage with both Planning management, Operational management and the wider agent population;• Review any operational changes requested / required, including individual agent requests that may be necessary (FWR’s etc.).

Key Responsibilities • To provide a link between the operational areas of D&G, Real Time and the Scheduling functions;• Facilitate the flow of information from the operation back to the planning team that would facilitate the best use of resource;• To provide operational management intra-daily what is necessary in order to deliver service level / handle rates as required;• The management of OPA for the operational teams (c15 / 200 agents) in a strcutured way that did not compromise service deliveryKey Tasks:• Prepare for and facilitate Weekly Schedule Handover meetings with key Operational contacts• Ensure that all off-line activity is planned in advance and at times that balance the needs of the customer and employee and that all activity is reflected in the agent schedules in a timely manner.• Identify and effectively articulate periods where expected staffing levels vary from requirements and work with Operational Contacts to agree actions to close variances promptly to reduce any Customer and/or financial impact.• Ensure latest absence levels are fed into RTA team to allow intraday reforecasting and effectively communicate impacts to Operational Stakeholders and manage actions to remove gaps through the preparation and facilitation of daily Service Level Huddles.• Working with Operational partners, ensure that all additional ad-hoc off-line activity is scheduled appropriately and is reflected in the employee’s schedule.• Co-ordinate and lead weekly Service meeting with Operational Contacts to review Adherence levels and agree actions on exceptions• Maintain a real-time view of agent activity vs schedule vs volumes and co-ordinate action between RTA Team and Operations to drive optimal daily performance• Maintain daily diary of events/actions to play back on daily basis into Morning Service Review within Workforce Team• Own administration of holiday requests and related decision making process (post schedule)

Key Responsibilities • Managing a team of 15 agents of all skills and knowledge • Care Line Calls – lateness, sickness and absence • Conducting Daily Huddles, discussing previous days performace, challenges, share best practice, updates and daily targets• Conducting Team Meetings, discussing monthly business updates, training requirements, changes in policy, payment plans and products.• Completing call listening and feeding back to agents within coaching sessions• Completing 121 meetings every months for all agents • Conducting disciplinary HR meetings for agents not meeting targets, productivity, converstion, sickness/absence and CSAT scoresKey Tasks:• Preparing for huddles, team meetings, coaching,121 and disciplinary meetings• Minuting all meetings regarding to my team• Managing the Care Line Calls• Listing in on agents calls (Remotely)• Picking up any training issues, knowledge gaps and potential coaching with the view to improve agents ability• Managing weeks OPA with Scheduling & Real Time Teams• Providing the business with updates regarding call quaility, staffing issues and any problems experienced • Attending daily Team Leader huddles providing my teams key KPI’s, feedback on stuggles for previous day and discuss best practice• Dealing with complaints from agents and customers• General guidence to agents

Key Responsibilities • Assisting all new and existing call centre agents with any difficult calls• Conducting Daily Huddles, discussing previous days performace, challenges, share best practice, updates and daily targets• Conducting Team Meetings, discussing monthly business updates, training requirements, changes in policy, payment plans and products.• Completing call listening and feeding back to agents within coaching sessions• Completing 121 meetings every months for all agents Key Tasks: • Full understanding of contact centre procedures and specified products for the area • Floorwalking to help anyone struggling with a call or difficult customer• Minuting meetings• Staff attendance – Making sure all agents were adhering to their allocated schedule. • Watching call work, hold and personal time using WFM platform

Key Responsibilities • Ensuring all calls were answered within 20 seconds of connection • Hitting all KPI’s such as following allocate time scheduled, hitting coverstion rate, customer satisfaction scores• Productivity • AHT Key Tasks:• Full understanding of knowledge for all products within the department • Completing all training required such as new scripts, policies and procedures• Monthly internal survey with required training or suggestions to improve customer experience• Attending huddles, team meetings, coaching and 121 interactive sessions• Strong customer service focus, ensuring the customer was happy on call completion