Real Time & IVR MI Manager

Posted 23 April by Rullion Ltd Easy Apply

We are Swinton Insurance. We've been helping people to find insurance for nearly 60 years. And we're far from done. With a fresh focus, a clear vision and some incredible projects on the go, there's never been a better time to join us - and to develop your career with the nation's biggest high street insurance retailer.
We have a fantastic opportunity for a Real Time & IVR MI Manager.

You will deliver real time management & expert advice with all matters linked to skills based call distribution & routing, workforce management, which will include: leading a team of Real Time Analysts ensuring pro-active succession plans, actively monitoring the conformance & adherence performance of the Operation in line with staffing schedules & operationally agreed tolerances and identifying opportunities for cost savings through upskilling and effective schedule management.

You will ensure that planned shrinkage is achieved each week and non-planned shrinkage is both impact assessed & highlighted to Senior Operational Leadership and work in partnership with the Resource Planning Team to produce best fit deviation reports.

You will also be a Subject Matter Expert for all telephony and call routing issues within Retail Distribution and act as the central point of contact between Retail Distribution and the Technical Telephony Team, with the ability to provide insightful MI on telephony and IVR performance to aid the Senior Leadership Team to make informed decisions in optimising the performance of the Operational Business within Distribution.

Skills required:

  • Team Management and Leadership experience
  • Expertise working in an MI Environment
  • Senior Stakeholder Management skills
  • Knowledge around Real time monitoring tools
  • Business Incident Management experience
  • Proven results in meeting and exceeding SLA targets
  • Technologically aware - used to working with a WFM tool and telephony platform
  • Deliver team meetings, objectives, one to ones and development plans for all Real Time Staff
  • Work in partnership with the Resource Planning Team to produce best fit deviation reports

As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This means if your application is successful, you'll need to satisfy some important background checks before you can start working with us. These will include a full credit enquiry, a criminal record check, residency and right to work checks.

Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.

Reference: 34968385

Bank or payment details should not be provided when applying for a job. is not responsible for any external website content. All applications should be made via the 'Apply now' button.

Report this job