17 days old

Workforce Management Coordinator

Discovery Inc
London, England W4 5YB
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  • Job Code
    153654773
Discovery Inc

Location: London, United Kingdom,
Req ID: 30569

Overview

Discovery, Inc. is a global leader in real life entertainment, serving a passionate audience of superfans around the world with content that inspires, informs and entertains. Discovery delivers over 8,000 hours of original programming each year and has category leadership across deeply loved content genres around the world.

Available in 220 countries and territories and nearly 50 languages, Discovery is a platform innovator, reaching viewers on all screens, including TV Everywhere products such as the GO portfolio of apps; direct-to-consumer streaming services such as discovery+, Food Network Kitchen and MotorTrend OnDemand; digital-first and social content from Group Nine Media; a landmark natural history and factual content partnership with the BBC; and a strategic alliance with PGA TOUR to create the international home of golf.

The Workforce Management Coordinator is responsible for the overall contact management by efficiently matching resources, skillsets and capacity to volume/demand. This includes real-time monitoring of service levels and site performance during the day to ensure effective management of the incoming contact volume across multiple channels. This includes agent scheduling and reporting of key metrics. Building strong relationships with stakeholders is key to this role to ensure that predictive spikes in volume are managed appropriately. The role sits within our Global Customer Care function and will require work across multiple Discovery digital brands.

Responsibilities

  • Efficiently match resources, skillsets and capacity to volume/demand at lowest possible cost.
  • Scheduling productive and non productive time.
  • Monitor real-time adherence to schedules for care agents.
  • Provide leadership teams with timely, accurate reports on intraday performance.
  • Evaluate daily staffing needs based on unplanned events or excess call volume during peak times and make adjustments to compensate for variances.
  • Review historical data, future plans/strategies/business drivers (e.g. seasonality/policy changes/campaigns) and external influences (e.g. media, live events etc.) to accurately predict future work (include internal and external).
  • Develop shifts, define workloads, and ensure efficient and effective deployment of resources.
  • Assist operations team to help facilitate staff development and meet SLA commitments.

Qualifications

  • Similar experience within Customer Services and 2 years in an MI- or Real-time Analyst position, ideally in a digital environment
  • Previous experience with call centres
  • Experience in International and digital environment
  • Fluent in English any additional language desired
  • Excellent organisation and prioritisation skills
  • Excited and motivated by change, multi-tasking and fast paced environment
  • Confident of your own beliefs and expertise, and prepared to be heard in a way that positively influences others and drives improved performance
  • Strong communication skills
  • Experience using Workforce Management tools with proficiency in scheduling, capacity planning report exporting and manipulation.
  • Confident with Zendesk (Explore), Excel and PowerPoint
  • Other reporting tools are desirable







PI153654773

Posted: 2021-11-12 Expires: 2021-12-14

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Workforce Management Coordinator

Discovery Inc
London, England W4 5YB

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