About the role
To be the operational extension of the Real Time Role to enable Real Time to focus on monitoring service levels and driving required actions across the Operation to protect the Customer Experience and Service Levels. To support and drive departmental performance and efficiencies.
To provide a key link between the Operation and Realtime and Resourcing to ensure Schedule adherence and allocation of work is managed effectively across all areas of Plusnet service
Reporting to the Head Of Site the Site Duty Operations Coordinator is accountable for on the day activities which impact service levels. Working closely with the Real Time Team to ensure service levels are met on a daily basis

You'll have the following responsibilities Key Skils

Responsible for Daily Capacity Management by supporting the operation by identifying key impactors and/or call drivers to feed into the Real Time Team. Collecting examples and evidence where required and providing information to escalate or raise issues.
Supporting the service level, ensuring the right people are in the right place at the right time to deal with the call volumes (i.e. buffers are set correctly/balancing the skills across the right call queues), ensuring that a balance between business requirements and people / customer needs are met.
Work closely with the Operational management team, attending daily/weekly calls and meetings to highlight issues and take ownership of actions for the site.
Attend Capacity calls planning, scheduling, HOS and Ops Managers pro-actively looking at driving the performance/resourcing of the site.
Pro-actively utilises availability across the sites to create the best level of efficiency for the business.
Support outsource partners in sharing best practice and ways of working.
Produces daily and weekly successes/challenges report based on companywide, site and departmental performance
Pro-actively feedback on the utilisation of TL schedules, highlighting any concerns over cancellations of pre-booked time
Responsible for pro-actively seeking opportunities to improve service level.
Facilitate and lead on operational calls for Campaigns during any major device launches.

Key Skills
Experience in working towards and meeting targets.
Intermediate to Strong Excel Skills
Team player, willing to assist to ensure projects are completed
Ability to work to tight deadlines and work under pressure to meet these targets
Comfortable with assignment of large volumes of work as well as individual tasks
Able to prioritise effectively
Commitment and drive to self manage tasks and workload and prioritise key activities
Excellent communication skills
Ability to work as part of a team and on own initiative
Highly motivated with ability to drive results
Ability and confidence to raise potential issues to other team members
Ability to work with and manage a number of key stakeholders
Able to multi-task and think on your feet to drive a fast resolution.
Ability to Maintaining performance levels under pressure and managing many variables.