About you
You are a strategic, analytical and results driven leader with a strong customer service and delivery focus. Your extensive experience has helped you to develop highly effective organisational and problem-solving skills, and strong functional knowledge of influencing factors such as KPI’s, service levels, and the relationships between quality, productivity, and employee satisfaction.
You are resilient, a self-starter, adaptable to change and work with a sense of urgency while maintaining a calm, professional and approachable appearance. A professional who is engaging, collaborative and has exceptional communication and motivational skills you can work under pressure whilst maintaining clear priority on task allocation and attention to detail.
About the role
You will be responsible to provide team leadership within the Service Delivery Agent team, ensuring that the contact between the varying Operational Support Centre (OSC) Workforce Management and directing of MYHR support services and end users is handled efficiently to meet the key performance indicators internally as well as varying contracts in terms of roster management and MYHR departments including Payroll, HRA and Recruitment. You will proactively address fill rate issues and triaging concerns. As well as production of standard and ad hoc reporting as may be required within the business and performance and behaviour management of staff.
To be successful for this role, you will have:
- Exposure to Workforce Management Software systems, reporting capabilities, management of queues and activity routing/overflow, etc, across the board.
- Mentoring capability
- Exceptional workload management skills on an individual and team level
- Stakeholder management skills
- Planning and organisation skills
- Outstanding verbal and written communication skills
- Ability to work under pressure whilst maintaining clear priority on task allocation and attention to detail
- Demonstrated ability to analyse and interpret data
- Exceptional customer service skills
- High level of confidence, drive, and motivation
- High commitment to ownership and accountability
This is a position of trust and responsibility and to support this we will conduct a thorough probity assessment as an essential selection component for this role. Serco requires employees in this role to be fully vaccinated against COVID-19 to ensure the safety and wellbeing of our people. Please consider this requirement when submitting your application.