Workforce Planning Analyst TotalView

Job Description

Location: Working From Home12 Months Fixed Term Contract with a view of becoming permanentRole purpose:Its an exciting time for us, as we continue to grow through the power of data and digital trends, were looking for a strategically minded Real Time Analyst, to support our transformational changes, evolving our operational planning and experience for newand existing customers. It will be exciting, busy, varied and challenging so a roll sleeves up, hands-on approach is an absolute must.Within the busy "hub" of the operational control centre you will work with your operations colleagues to balance delivery of the best possible levels of service to our customers and delivery of investment time to our front-line colleagues whilst optimisingcost. To make effective recommendations to improve operational performance and drive increasedWhat will I be doing

• You will use your skills and manage available tools to execute the daily delivery plan and adjust in an agile manner to react and mitigate against changing in-day circumstances.
• Looking up to 2 weeks ahead you will fine tune resource plans and call forecasts against latest changes/trends to formulate with Operations the most accurate daily plan.
• Reporting directly into our Realtime Leader, you will be responsible for proactively monitoring and managing customer facing colleague resource to deliver real time service level agreements.
• Making a real difference for our colleagues and customers, as the main point of contact for the operational leadership team, to ensure that we have the correct level of resource, in the right place at the right time.
• Deriving customer demand forecast and service level outlooks for the preceding 4 weeks

• Proactively driving schedule optimisation across a 4-week horizon to ensure that all activities are planned at the most appropriate times to maximise Service Levels
• Using statistical technique to interpret and analyse resource planning data sets, to provide insight to senior leaders in service level and productivity
• Identifying changes in customer behaviours and trends, working collaboratively with the wider Planning team to improve long term accuracy

What hours will I be working

• Youll be working 37.5 hours per week on a rotational shift pattern between 08:00 - 19:00 Monday - Friday, with working 2 in 8 weekends.

Accountabilities:

• Real time monitoring of agent and campaign performance, managing queue priorities as appropriate to deliver best possible customer service through available manpower and technology
• Ensuring agent schedules are kept up to date with new requests and to meet changing in-day demand
• Deliver in budget "investment" activities for agents at optimal times with least impact customer service
• Liaison with IT to resolve IT incidents which impact customer service and deployment of DR plans where necessary
• Delivery of 2 week out handover to Operations and work within this time frame to optimise plans
• Produce and circulate exception reporting, highlighting impacts to plan and opportunities for Operations
• Analyse changing trends in volume and customer behaviour and feedback to Forecasting
• Preparation and communication of accurate in-day and post day reporting

Skills Knowledge & Experience:Essential:

• Experience using IEXs Workforce Management software
• To have experienced introduction & Integration of a new workforce management tool
• Strong analytical and problem-solving skills to enable job holder to take intervention action

• Working knowledge of how contact centres operate
• Ability to work with and influence colleagues to management level through clear concise communication
• Able to work with technical systems to monitor and draw out important information
• Comfort with working in dynamic environment where constant change is the norm
• You will have an expert understanding in contact centre technologies and methodologies
• Previous experience of forecasting, planning and workforce management methodology, workforce management systems and strong analytical skills.

Desirable:

• Experience working with WFM, ACD, Webchat, IVR, call routing and Telephony technology such as Avaya/Verint or similar
• Experience in analysing performance data and driving actions to improve and optimise output

What we are offering you:

• Real opportunity to make a difference, to grow and develop in your career with us
• Highly competitive basic salary which we will share with you upon shortlisting
• Up to 5% bonus earning potential
• 25 days holiday
• A great pension scheme
• Flexible benefits to buy or sell holiday
• Discounted Hastings Direct products
• Structured development and reward scheme
• Pension match (1:1) up to 10%
• Life insurance (4 x base salary)
• Well-being programme: Colleague Assistance Programme, Thrive mental health app, access to virtual GP, Nudge money management tool

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, genderreassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.

Keyskills :
IVRACDWebchatExperience working with WFM