Workforce Analyst

This is a newly created opportunity that will have full ownership and responsibility for all forecasting and shift scheduling across a 120fte contact centre. The role will also have strong links to resource planning and real time functions. You will have full autonomy for the creation and development of the workforce planning function

Client Details

Our client are a global organisation working right throughout Europe and North America. This is a newly create opportunity to join their Newcastle based Contact Centre

Description

Key Responsibilities Include;

• Understanding and presenting past volumes of workload: data extraction, interpretation and presentation to stakeholders to monitor how past workload has behaved
• Generate predictions on workload based on past trends, portfolio growth and specific situations that might generate an impact: data analysis and forecasting to be shared with operation managers to understand the workload that we will face in a near future
• Monitor details of actuals versus forecast: analyse trends and deviations versus forecasts and share with managers. Assess whether special situations on actuals should be incorporated as part of trends for future forecasts
• Adapt sizing of operational areas to forecast: create a tool / use a standard solution in the market to optimize the sizing of operational areas, especially Contact Centre and Customer Services
• Performance analysis on productivity of agents: follow up on incidents per agent (actuals vs. Forecast) - assess on potential ways to improve productivity together with area managers
• Act as an active participant in Budget creation for next year providing expected workload, expected number of agents and expected productivity while ensuring optimal SLA delivery

Profile

The Successful Candidate;

• Experience in a similar contact centre based role
• Strong knowledge of data management software such as Excel, Power BI, SQL & SAP
• Up to date knowledge of WFM systems and workforce planning solution that are available in the market
• Strong communications skills both written and verbal
• Ability to interpret and report on key data
• Self motivated

Job Offer

This is an exciting and newly created opportunity for an experienced Workforce Analyst to join a leading global business at their Newcastle Contact Centre.

The role is working 37.5 hours across Monday -Friday

Salary on offer for the role is GBP35,000 - GBP40,000 dependent on experience along with excellent benefits