Job Description

DIGITAL OPERATIONS WORKFORCE MANAGER WFH/FULLY REMOTE/UK
WORKING RECRUITMENT LTD Apply directly to with your CV info@workingrecruitment.com
WORKING RECRUITMENT LTD Job Specifics:
Location: FULLY REMOTE/WFH. Must be a UK resident.
Salary: UK Average Salary band. Offer dependent on experience.
Salary: UK’s Average Salary band £37,000.00PA /£48,000.00PA /£53,000.00PA.
Hours of Work: 40 Hours per week.
Job status: Full-Time. Permanent Contract of Employment.
NI status: PAYE.
WORKING RECRUITMENT LTD are #hiring DIGITAL OPERATIONS WORKFORCE MANAGER to be responsible for the stability & availability of Working Recruitment ltd. partner clients UK Digital platforms, (including the management of the clients’ partners & 3rd party vendors), to ensure the best digital experiences for both planning, commercial & in-house support domains.
WORKING RECRUITMENT LTD client’s Digital organization is structured around three major areas: Products & Platform, Go to Market & Centres of Excellence. The DIGITAL OPERATIONS WORKFORCE MANAGER reports on & develops all processes & procedures which deliver change, with a view to minimising operational risk while maintaining the agility required for Working Recruitment LTDs partner client to be first to market & execute the long-term strategic goals.
WORKING RECRUITMENT LTD Main Responsibilities:
• This position will be responsible for ensuring operational excellence & supporting growth.
• Assist with providing historical reporting as required.
• Identify key issues, guide & execute analysis, develop conclusions, & present findings to cross-functional partners.
• Proactively address issues before they impact business results.
• Analise, create & report on the status of the UK digital fulfilment business.
• Implement a conversion optimization program across all digital channels.
• Review & analyse daily/weekly user reports for any possible issue or exposure.
• Lead a team of operations analysts.
WORKING RECRUITMENT LTD Required Experience:
• 5+ years Digital operation experience.
• 2+ years of team management & working closely with digital leadership teams.
• Experience & understanding of call centre dynamics, including staffing, queues, SLAs, data analysis & performance metrics required
• Experience with Workforce Management software, diallers, & processes
• Advanced knowledge of Excel
WORKING RECRUITMENT LTD Desired Experience:
• Ability to measure performance through analytics & transform the results into actionable plans.
• Passionate/obsessed about delivering outstanding customer experiences, & willingness to go the extra mile to ensure that the company exceed customer expectations
• A strong understanding of all aspects of a large online presence, including, infrastructure, client relations, marketing, promotion, fulfilment, & customer service.
• Proven project management skills in managing multiple, large-scale Digital initiatives.
• Strong planning, analytical, communications, decision-making, lateral thinking.
• CRM platform experience (Salesforce desirable)
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Skills Required