Excel
Real Time Manager
Virgin Atlantic Airways LTD
10.2021 - Current
- Monitor and analyse data to optimise scheduling processes, leading to enhanced resource utilisation.
- Evaluate current workflows and identify opportunities for process improvements, resulting in reduced waste of resources.
- Implement task automation processes that increase operational efficiency without sacrificing quality or accuracy of work performed.
- Act as liaison between departments to facilitate communication and streamline work processes, improving overall efficiency.
- Lead and develop a team of real-time analysts responsible for the accurate tracking of contact centre actual results vs. plan by channel and at an appropriate level of granularity.
- Identify, promote and implement best practice real-time processes within the team and seek out formal and informal internal and external recognition from networks.
- Provide timely data and commentary on reasons for variances between plan and actual.
- Cycle continuous improvement processes into future workforce planning models.
- Convey complex messages and themes in a way that will engage others and drive understanding and consensus
