Under the direction of the Head of Resource Planning, the potholder is responsible for ensuring the execution of optimal Operational Resources for all Contact Centre variable labor areas, in order achieve Contact Centre Cost and KPIs. Responsible for leading and developing the Service Delivery Teams and Service Delivery Administrators whilst supporting with the optimal delivery of service to QVC customers, driving improved cost effectiveness and efficiency whilst balancing the Customer and Employee Experience.
Organization Chart/Supervision: Reports directly into Head of Resource Planning (UK)
Assignment and review of work
Key objectives will be set and reviewed by in market Head of Resource Planning in accordance with the corporate strategic and Operational objectives.
Decision Making
The job holder will be responsible for making resourcing decisions on a day to day and week ahead basis in line with business needs.
A high level of decision making relating to Service Delivery and Operational Performance whilst driving costs and efficiencies in the business.
Decisions are passed upwards when there is a significant customer or cost impact to the business outside the boundaries of normal practice.
Dimensions
Responsible for the Performance Management of Service Delivery Analysts and Service Delivery Administrators.
To be aware of and manage resource within staffing budget.
Internal Communications
Senior Management Team across Call Centre including SLT
Resource Planning Team, Operational Managers and Team Leaders
QI Counterparts
Finance
HR/L&D/Payroll
Key Accountabilities
50% Departmental Cost Management
Working closely with the Forecasting and Operations team to oversee the execution of the effective resource strategy.
Work closely with the service delivery scheduling team to ensure a thorough staffing plan is effectively communicated and oversee the delivery of variable labor capacity plans for Call Centre for agreed timeframes.
Work to ensure achievement of Contact Centre KPI’s by interval, daily, weekly and monthly.
Support the Resource Planning manager through ensuring the achievement of Contact Centre KPI’s including the management of on-the-day and week ahead optimization of all activities and resource, utilizing tactical strategies and levers to support this.
Manage the execution of all activities and resource, utilizing tactical strategies and levers to support this.
Identify scheduling and performance trends and make recommendations for improvements; working with the head of area to influence positive change.
Ensure increased effectiveness with the continuous and demonstrable improvement of productivity within the Service Delivery team, resulting in improved administrative support to the wider team.
Influence and agreement of staffing profiles, understanding mitigations that are already in place and effectively communicating this to key stakeholders / senior management to successfully execute against the agreed plan.
Perform critical duties in the absence of the Head of area including liaising with the wider Resource Planning team to ensure correct Operational resources, capabilities, and capacity to meet customer demand, further, defining mid-term and immediate resource needs.
Produce, implement, and drive plans, which will improve operational performance to deliver increased efficiencies.
Demonstrate strong analytical and technical expertise to drive continuous and demonstrable improvement of productivity, resulting in increased cost effectiveness.
35% People Management
Conduct regular performance reviews with direct reports, utilizing the competency Skills Matrix to maximize individual and team performance.
Keep track of own and others performance against goals and objectives.
Use the Skills Matrix to ensure that expectations are completed effectively and accurately, identifying any skill gap(s)
Working with the Learning and Development team, identify the development requirements of the Service Delivery Team and implement development solutions that provide stretch targets and opportunities for further development.
Accountability for setting and achieving annual and quarterly departmental objectives in line with RPD and wider global strategies. Communicate corporate and departmental performance goals and standards so that the team understands expectations and how they are linked to QVC's vision, values, and goals to improve commitment both outside and within the company.
20% Management and development of team members
Maintain management of team members, point out positive and negative actions, and set future goals. Provide ongoing support towards meeting these goals. Provide ongoing feedback and communication to maintain alignment and employee engagement. Involve team members in projects and support their growth. Formulate and execute initiatives to maintain the motivation of team members.
Create an environment where staff innovation/involvement is actively encouraged in line with our corporate values.
Support head of with the development of individuals within the service delivery support team for them to be effective within their role.
10% Business Improvement
Continually review processes and technologies within RPD, suggesting, planning, and executing beneficial changes to support with achieving departmental objectives.
Ensure robust tools and training are in place to support the Service Delivery Team their schedule plans and their real time execution and continued excellence.
Instill a core value of continuous improvement within the Service Delivery Team, continually identifying avenues for beneficial change to drive improvements.
Monitor costs and service standards daily, weekly, and monthly, understand the drivers and recommend improvement activities to ensure these goals are not compromised.
Detail variances to budget costs and service KPI’s making recommendations to Service Delivery Manager.
Identify potential service/cost shortfalls in delivery of KPI’s and proactively mitigate this through implementing change.
Ensure key stakeholders are aware and understand potential service/cost impacts; along with giving stakeholders clear actions
5% Health and Safety
Accountability for Health and Safety regulations and ensuring that company standards are adhered to at all times.
Requirements
Minimum 1-3 years’ experience of real time management within a service driven environment.
Excellent and proven analytical and interpersonal skills while able to work under pressure.
Proven prioritization and planning skills required to support the Operations team to deliver excellence in Customer Experience and Operational performance.
Understanding of Forecasting and Scheduling principles / theories in order to provide clear logic to incorporate into the week ahead and on the day decision making.
Experience of leading in a fast-paced pressurized environment.
Ability to identify opportunities for continuous improvement, implementing concepts that will increase team morale and operational effectiveness.
Management and planning skills required to direct a team to deliver results and complete workload within agreed time frames.
Ability to work within a budget.
Business level English (preferred)
Interview Process
Resume screening → Online Interview (5 times)
Benefits
Permanent employment (6-month probationary period, no change in working conditions during the period)
Incentive bonus (paid once a year (March) based on performance)
Salary promotion (paid once a year based on performance, timing varies by department)
Overtime allowance and commuting allowance based on our regulations
Hybrid work (Combination of onsite work and work from home)
Childcare leave system, nursing care leave system, Birthday leave system
Insurance: unemployment insurance, workers' accident compensation insurance, health insurance, recruitment insurance, periodic health examinations, employee discount system
Employee welfare activities/facilities: employee cafeteria, nap rooms, relaxation room, free coffee service
Education and training: New employee training, department-based training, e-learning, support system for learning business English
Working hours
Shift System
9-hour shift (1 hour break) in-between 8:00~26:00
Work Location
Kaihinmakuhari (Onsite office and Work from home)
※Kaihinmakuhari station 3 min walking distance
Join us as we enrich life’s everyday moments – including yours. Apply today!
If you enjoy being a part of a team, creating experiences and delighting customers, it’s so you. If you’re excited about retail, fashion, media, social, live streaming, technology, customer service, design and more, you’ll find amazing projects to work on. If you want to grow professionally and learn every day, you’ll thrive with us. If you appreciate flexible working options, our Qurated community, where intentional connections matter and a company committed to diversity, equity and inclusion, you’ll be amazed at what’s available for our team members! We offer a comprehensive Total Rewards package including competitive compensation and great benefits, employee assistance/wellbeing programmes, and much more. With friendly teams, ambitious projects and fast-moving careers, working with us - it’s so you!
For Qurate Retail Group, our focus on diversity, equity and inclusion is deeply rooted in Our Principles. They call on us to Drive Progress, Act With Empathy, Be Brave, Embrace the Future, and Do What’s Right so that everyone can thrive. We are committed to ensuring that our workplace provides equal employment opportunities for all team members and candidates and complies with all applicable laws and regulations. As an equal opportunity employer, Qurate Retail Group is committed to a barrier-free employment process. If you need reasonable accommodations/support throughout, please contact us at CareersQI@qvc.com for assistance. QVC UK is a Disability Confident employer and operates a Guaranteed Interview Scheme. For any UK based roles - if you’d like to be considered under this scheme, please indicate this on the application form.
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