Service Performance Team Leader 6 views

You will work closely in a small, dynamic team and be responsible for the forecasting and scheduling of customer demand across multiple business areas and service types (Phone calls, emails, and web chats) and to provide analysis alongside business performance forecasts. You will work independently and lead a small team of support staff.

You will gain exposure to senior leaders through weekly meetings where you’ll present call and performance forecasts, making suggestions for improvements. This will allow you to collaborate closely with others and make a big difference to the performance of the Contact Centre and how the Driver and Vehicle Licensing Agency (DVLA) can best serve its customers.

We seek a highly motivated individual proficient in data analysis, providing business recommendations and guidance for improvement to stakeholders across the contact centre and wider Agency. Strong communication skills are crucial for articulating findings and recommendations, particularly to management and various stakeholders. Effective stakeholder engagement and management are key, as understanding customer needs is paramount. Additionally, candidates should possess excellent interpersonal skills and the ability to influence others.

Responsibilities 

Your responsibilities will include but will not be limited to:

• Creating short, medium, and long-range forecasts for business areas within the Contact Centre analysing all statistical data to support robust and accurate forecasts.
• Providing rotas to advisors based on forecasted demand, optimising schedules, and providing real-time management of business performance, recommending changes to address and improve service levels as appropriate.
• Ensuring that your own and team’s workload is managed effectively to deliver against your customer’s requirements. Managing your teams by setting direction and priorities, ensuring the completion of all Contact Centre forecasting and scheduling is produced across all services to agreed quality and timescales targets.
• Coaching, mentoring and developing your teams to develop their performance and capability to support the provision of excellent services to all their customers. Understanding development needs and aspirations at an individual level to support the ongoing growth of the team and the services it provides.

For further information about the role please see the attached role profile.

Additional Information 

The Contact Centre opening hours are between the hours of 8:00 – 19:00 (Monday – Friday) and 8:00 – 14:00 Saturday. You will need to be adaptable and flexible, adjusting to the requirements of the role as and when business needs arise, as you will be required to occasionally work flexibly between these hours on a rota basis.

Applications will be accepted from full time/part time/job sharers. Full time roles at DVLA consist of 37 hours per week. Part time and/or flexible working may also be available subject to the needs of the business. If you have a flexible or part time working requirement, you should contact the vacancy holder in advance of making an application to avoid possible disappointment later in the process should your desired working arrangements not be compatible with the requirements of the role. To contact the vacancy holder, please use the job contact details listed under ‘Contact point for applicants’.

To succeed in this role, you will need good judgement and problem solving skills and are able to make sound evidence based decisions, backing these up where required.

You will bring a positive, and pragmatic attitude to leading your team and achieving outcomes. You will take personal responsibility for your team’s performance and their development, motivating, coaching and providing mentorship to help them achieve their best.

You’re willing to take on different tasks and learn new things with an open mind and a focus on continuous improvement.

You will also be computer-literate, with a working knowledge of Microsoft Office packages like Word, Excel and Outlook, and be able to learn and use bespoke programmes and software.