Workforce Operations Lead London, England
Job description
Key responsibilities include challenging the Tesla Support Leadership team on performance data, contact analysis and holding them accountable to drive strong performance and reduce contact. The Workforce Operations Lead will work with their Analyst to understand both team performance trends and contact-drivers and present insight accordingly. The Workforce Operations Lead will identify performance and/or staffing gaps and work with the Tesla Support Trainer to plug accordingly; through both new starter onboarding and continuous team upskilling. The Workforce Operations Lead will forecast staffing needs, delegate real-time daily management of flexing the Tesla Support team to demand via the Supervisors and regularly review he team rota to ensure we are effectively resourced for quarter demands.
This role directly supports Tesla’s mission by defining and leading the process of an exceptional Tesla experience for our customers.
We Offer:
- A dynamic and fast-paced environment where inclusion, learning and collaboration are key to success
- The chance to work with innovative technology, advanced tools and software
- Ongoing training and development to help you grow your skills and career
- A competitive compensation and benefits package
- A safe, clean and fun workplace
- Directly responsible for leading the Tesla Support Analyst and Tesla Support Trainer – use data insight to identify gaps and upskill accordingly
- Work cross functionally to understand business demand and take action to prepare the Tesla Support team
- Challenge the Tesla Support Leadership team to take accountability of performance data and contact trends
- Understand customer and team challenges and contact-demand. Propose appropriate actions to mitigate risk to customer experience
- Collaborate with Tesla Support, Sales, Delivery Operations and Service to understand upcoming events, contact drivers and opportunities to promote customer self-serve
- Make appropriate recommendations to call-back assist, Smart IVR to support the continuous improvement of best-in-class customer experience
- Responsibility to monitor all queues in real-time and direct action to Tesla Support Supervisors to amend resource where required
- Strive to continuously reduce SLAs and abandon rates across all channels and skillsets
- Effectively forecast headcount resource of the Tesla Support team and share recommendations to Tesla Support Manager based on data analysis
- Prepare employees schedules in accordance with workflow; co-ordinating appropriate coverage of inbound communication channels including phone and online chat
- Partner with the Tesla Support Manager to share recommendations and insight to drive change
- Ability to understand and convey business issues and technical concepts.
- Digitally savvy. We want to offer our existing and future customers an omnichannel experience. This will mean a multitude of channels, from phone to chat and potentially others
- Thrive in a fast-paced, ever-changing environment with multiple priorities while maintaining attention to detail
- Excellent communication skills and ability to establish and maintain strong working relationships with both internal stakeholders and customers
- A flexible team player: Ability to travel to both London and Manchester HQs
- Must have and continue to maintain a valid driving licence and safe driving record
