The Intra Day Manager will lead a team of Real Time Analyst (RTA) to deliver the in-week resource management of our people focusing on schedule adherence, intra-day FTE delivery and communication to the client on capacity to handle call volumes.
The Intra Day Manager will provide clear analysis on historical performance and subsequent recommendation to optimise performance for the remaining day/week. This will be delivered through close monitoring of resource delivery and performance and summary reports to the management team.
- Proactively monitor the performance of the advisors and work with the operational teams to deliver Real Time KPI’s
- Service levels and calls answered goals
- AHT performance
- Schedule conformance and adherence
- Provide daily and weekly feedback to the planning team on the effectiveness and accuracy of plans being completed.
- Effective communication with the client resource planning teams on our staffing levels to enable the client to make informed decisions on the throttling of calls to partner sites.
- Post-day analysis on main KPI’s and performance of teams to enable the operational managers to optimise their teams’ performance