Workforce Management & Operational Reporting Lead

The Workforce Management and Operational Reporting Lead is responsible for identifying and representing operational efficiency to meet business OKRs.

• Forecast workflows and present findings to inform decision making in order to meet client contracted SLA’s.
• Use the workflow forecast date to communicate any recommendations, insights and observations to key stakeholders for consideration, including where additional resources are required due to growth or a reduction required due to efficiencies implemented.
• Define, develop and deliver Operational management reporting to the Operations Leadership Team. Including Dashboard reporting on achievement of OKR deliverables and any client reporting as per our contracts i.e. competency scorecards (exclusive of SLA Reporting).
• Work with Team leaders, Managers and the Optimisation Specialist, to identify high volume workflow items suitable for optimisation review to gain efficiencies.
• Assist with potential new client acquisitions, by utilising historical transaction volumes to determine FTE costs to administer according to proposed contract agreements.