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Pramerica Limited

Workforce Management Team Lead

Pramerica Limited

  • Donegal
  • Not disclosed
  • Permanent full-time
  • Updated 10/10/2017
  • Alan Fletcher
this job is expired
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We have an exciting opportunity to appoint a Workforce Management Team Lead in the Technology, Innovation & Support Services department within Pramerica.


We have an exciting opportunity to appoint a Workforce Management Team Lead in the Technology, Innovation & Support Services department within Pramerica.

The successful candidate will monitor real time workflows including service tickets, call volume & email communications. They will provide leadership and support in the allocation of work, the scheduling of projects and training.

Flexibility will be an important aspect of the job; the hours of business are 9am to 10pm Monday to Friday.  The successful candidate will be expected to support these hours in a rotational shift pattern.

Summary of Duties

As a Workforce Management Team lead, the successful candidate will be required to provide effective capacity planning & resourcing within the relevant department to meet the agreed Key Performance Indicators.

The duties will involve but are not limited to:

  • Lead and motivate a team to attain team and department goals

  • Frequent communication with leadership team and operational staff to ensure efficient allocation of work

  • The analysis of capacity planning &work volumes from multiple streams and provide appropriate recommendation for same

  • Prepare performance models and plan capacity effectively

  • Manage workflow - ensures the most effective and efficient service and in accordance with existing policies and procedures

  • Monitor service levels and schedule adherence to ensure productivity standards are met

  • Attend weekly/monthly department meetings

  •  Analyze and action Customer Satisfaction data

  • Effectively communicate updates in processes & procedures to team

  • Liaise daily with business partners and all members of the team to ensure productivity is being maintained

  • Provide reporting support as and when required

  • Conduct and/or attend team huddles and meetings


Knowledge & skills requirements

Personal Skills:

  • Display excellent oral and written communication, interpersonal and influencing Management skills to interact with all levels of Prudential associates

  • Demonstrated leadership and team management abilities

  • Experience working in a team-oriented, collaborative environment

  • Strong organizational skills with the ability to rapidly adapt and respond to changes in environment and priorities along with the ability to multi-task

  • Ability to learn and adapt to change quickly and easily and to motivate others to do likewise

  • The ability to enthusiastically motivate and inspire a team

  • Proven ability to work well with technical and non-technical staff involved in the successful service delivery

  • A positive attitude and a proactive approach to problem solving

  • Ability to work in a challenging environment handling the management of process and operational issues in a calm and controlled manner coming to a clear and concise resolution.


Background Requirements (Educational requirements/qualifications/previous experience)

  • A minimum of 1 year Supervisory or Management experience is essential. Preferably in an Operations/ Support Services environment

  • Experience in capacity planning and workforce management

  • Knowledge of workforce planning applications is desirable

  • Graduate level degree or equivalent (preferred)

  • Stakeholder relationship management experience is desirable

Ref: 919216
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Pramerica Limited

Pramerica Limited

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