Operations Manager (Supervisor) for the eService environment - which includes Email, Webchat, Consumer Websites and Social Media. The contact centre comprises of 110 inbound staff members who report indirectly to the Supervisor (via a Team Leader). Responsibilities include: > Service Level Management> First Contact Resolution Management> Customer Satisfaction Management> Brand development and developed Brand strategy > Information Systems Project Management> Staff scheduling and workforce planning > Performance targets and measures> Strategy Planning > Content Management > Community Management (Online Forum)> Quality Process Management> Training > Contact Centre Reporting> Business Partner Management (BPO Outsourcing)

> Portfolio Management: To manage the various multimedia channels within the eService Contact Centre and ensure staffing requirements, processes, procedures and systems are in place for service delivery> Human Resource Management: To ensure performance metrics are created in line with strategic objectives. To ensure performance reviews and personal development plans are completed regularly, promote staff development and support.> Operations management: Resource forecasting and scheduling, operational strategy planning, service level management and content management> Provide Support: Quality control, Implement knowledge management systems> Maintain Control Systems: Complete monthly leave audits, systems logs for downtime and shrinkage reports> Statistical Reporting: Monthly Reports: Email Contact Centre, Consumer Websites and Social Media> Relationship building: Drive operational strategies with internal and external business partners> Project Management: Overall management and co-ordination of customer service projects to ensure minimal impact to the operations, while ensuring strategic objectives and targets are met. To ensure project management processes are followed and documented in accordance with quality standards> Brand Recovery: Management of Consumer Websites, Social Media and Web chat portfolios

Updating of Group scheme policies including adding inflation linked benefits and investigating corryupt policy data