O2 Trading Duty Manager job in Thame at Capita Internal Resourcing

O2 Trading Duty Manager

Company: Capita Internal Resourcing

Location: South Yorkshire UK

Date Posted:May 14, 2018

O2 Trading Duty ManagerSheffield, S8 with travel to Dearne Valley, S63£17.5k depending on experience + benefitsBecoming a Trading Duty Manager with Capita Customer Management:Reporting to the Operations Manager, the Trading Duty Manager is a key appointment responsible for the in-day performance management including; service levels and hours achieved for all areas, regular reporting and identifying potential service failures and suggesting plans to mitigate the risk.What you will do:Ensure contractual service levels are met in real timeAttend daily service level meetings and suggest actions to improve service deliveryAttend daily OM meetings to provide insight on service performanceLiaise with Operation on forecasts and service level challengesIdentify service level issues, gap hours and possible call drivers in real time.Review adherence using OPT and firefly and escalate any concerns to OM'sPrompt TL's to manage BSL alarms as well as other OPT alarms and highlight any concerns to OM'sReview daily/weekly/monthly TCHT performance, forecast accuracy, S&A levels, offline time usageYour experience will include:Experience in a customer service or sales environmentExperience within O2 Trading is desirable but not essentialProven successes in managing service levels and in-day performance managementAdvanced skills and knowledge in the Microsoft Office Suite specifically Microsoft ExcelAboutCapita Customer Management / O2:At Capita Customer Management we provide first-class customer services on behalf of other organisations and companies by phone, email, web and more. Our contact centres are home to thousands of customer service advisors, sales colleagues, collections agents and back office processing staff. Working across 19 contact centres in the UK, India, Poland and South Africa, we pride ourselves on providing exceptional customer service to customers for a range of big name clients like O2, Volkswagen Group, British Gas, RSPCA and William Hill.Customer Management are part of Capita Plc, the UK's leading provider of business process management and integrated professional support service solutions. Through quality solutions, tailored to our customers needs, we've helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too.Capita runs and manages O2's customer service centres and supports O2 as it enhances and expands its digital service offering to customers. In line with O2's vision for the business, Capita is transforming the whole of the O2 operation to ensure the service is meeting changing customer interaction needs as well as using customer data and insight to create a more personalised customer experience.What's in it for you?At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration - with colleagues, customers and clients - is what makes us so effective at what we do.As well as a generous basic salary, we also give you23day's holiday (rising to 27), company matched pension scheme and access to a variety of voluntary benefit options. These include a share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle, such as retail, health & wellbeing and leisure discounts. At our Leeds office, you will also benefit from other discounts.You'll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills, develop in your career and grow and as we grow are almost endless. Our mission is to help you realise your potential - whatever that means to you.What we hope you will do next:Help us find out more about you by completing our short application process - click apply now.Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.| Become a Change Maker |Follow Capita on twitter @capitacareersFollow Capita on facebook @careersatcapitaCapita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check. View full job description
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