Gerontopsychiatrische Pflegefachkraft providing holistic care for elderly people with psychiatric conditions in Guben. Interdisciplinary collaboration to create individual care plans and ensure a respectful environment.
About the role
- Managing channel, queue and team leader/agent performance across our teams servicing UKI and SG Partners.
- Identifying trends in performance and conducting root cause analysis (e.g. Vendor and Team Leader/agent productivity) to drive improved performance.
- Helping define new metrics, targets and best practices to drive improvements in Partner experience (e.g. first touch resolution)
- Present market performance updates and strategic implications to executive leadership.
- Identify Operational efficiencies that can be gained through automation and process improvements.
- Daily/weekly monitoring of key performance indicators (KPIs) for channels (e.g., chat, email, phone), service queues, team leaders, and individual agents across UKI and SG Partners.
- Conducting deep dives and methodical investigations to identify the fundamental reasons behind performance trends (e.g., analysing agent productivity, training gaps, system errors, or vendor operational issues).
- Analysing data to spot emerging or recurring patterns in team and channel performance, service demand, and partner feedback.
- Developing and delivering clear, data-driven presentations on current market performance and the strategic impact of those results to executive leadership.
- Translating raw performance data and market trends into actionable insights and strategic recommendations for senior decision-makers.
- Collaborating with stakeholders to research, define, pilot, and implement new service metrics (e.g., specific definitions for "First Touch Resolution" or "Partner Effort Score") that better reflect partner experience and business objectives.
- Establishing challenging yet realistic performance targets and benchmarks for teams, channels, and vendors based on data analysis and industry best practices.
- Documenting and disseminating successful processes, operational standards, and agent/team leader best practices across the UKI and SG partner-servicing teams.
- Auditing existing workflows and processes to pinpoint areas where operational efficiencies can be achieved (e.g., manual data entry, handoffs between teams).
- Proposing and evaluating potential automation solutions (e.g., RPA, self-service tools, AI-assisted routing) to reduce manual effort and improve service speed.
- Collaborating with technology and operations teams to pilot, test, and roll out approved process improvements and automation initiatives.
Requirements
- Has 5+ years’ experience as a Senior Operations Manager in a fast-moving and dynamic company
- Operational performance management in both an in-house and outsourced set-up.
- Is detail and action orientated, with experience of leading performance improvement projects (e.g. root cause analysis / backlog reduction strategies)
- Is comfortable leading updates and can speak up when working with more senior stakeholders and partners
- Is knowledgeable of CRM systems (e.g. Zendesk / Salesforce) and has experience of creating reports across systems
- Takes personal accountability for quality and accuracy of their work
- Has solid analytical background (e.g. Excel pivot tables and INDEX MATCH), SQL skills are highly desirable but not essential
- Proven track record of managing and developing effective Team Leaders.
Benefits
- A wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.
- We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be.
Job title
Job type
Experience level
Salary
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Degree requirement
Tech skills
Location requirements
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