View Vacancy - Consular Customer Contact Centre Workflow Manager

Main Purpose of Job

The British Embassy is part of the Foreign, Commonwealth and Development Office’s (FCDO) worldwide network of 270 Posts, representing British political, military, economic, and consular interests overseas.

Consular assistance is a FCDO priority of dealing with all forms of first contact offering assistance to British nationals working or travelling overseas. Working in a busy team, you will work in tandem with the Operations and Team managers and coordinate the efficient flow of global first contact in the Contact Centre ensuring the Centre meet the overall Service Level Agreement (SLA).  Providing support and direction to Contact Centre staff ensuring the overall workflow management of all first contact, covering all regions and time zones.

Roles and Responsibilities

• Continuously monitor/review all channels of communication in Contact Centre in a high volume and high paced working environment, ensuring all forms of first contact are moving efficiently through all Centres (London, Malaga and Ottawa)
• Workforce management, responsible for a global rota / setting shifts and schedules and ensure Contact centre has sufficient staffing coverage, leave planning and scheduling in accordance of trends and post public holidays
• Performance management; ensure forms of communication are performing in accordance with the set KPIs and daily targets
• Consistently meet the following Key Performance Indicators (KPI) for effective telephone calls handling: Average ACD Call Duration (no more than 3'30''), Phone Availability (no less than 80% of shift time), Re-queued Calls (no more than 0,5%),  Resolved with Post Advice (no more than 2%).
• Ensure reporting on KPIs, keeping a balanced scorecard current and relevant
• Ensure sitreps and daily reporting are completed or actioned
• Oversight of the remote schedules (CABS), ensure appoint availability at post
• Monitor all social media platforms and Dynamics system
• To continually ensure that all internal information avenues are kept up to date and errors and omissions are escalated to senior staff members.  Being a key part of our customer knowledge management and quality control initiatives, helping to collate accurate feedback on what our customers are saying and helping to test the quality of our service

• Fluency in English (C level according to Common European Framework of Reference for Languages), verbal and written, with excellent communications skills;
• Intermediate level of the Microsoft Office suite; proficient level of excel
• Solid data analysis
• Availability to work unsocial hours;
• Strong customer communication and service skills;
• Previous experience working with a contact centre or customer service environment
• Working knowledge of Crisis and Contact Hub, Dynamics, CABS, Hootsuite, ETD Central etc

Must have the legal status to live and work in Canada.