Workforce Analyst

Job Description

Permanent contract£35,637-38,403 36 hours per weekAn exciting opportunity has arisen within the repairs customer service team of a West London local authority, currently recruiting for a work force analyst to support the departments monitoring of its service levels.Duties-To provide operational resource planning, for the Customer Service Centre (CSC) and Customer Resolutions Teams across the different customer access channels to ensure a consistent level of service is provided across the hours of operation.-To provide timely operational reporting of KPI, quality standards for the Customer Service Centre and Customer Resolutions Team across the different customer access channels to ensure customer service staff deliver high quality service to customers at the first point of contact.-To support the Customer Service Team, Customer Services Manager and Customer Resolution Manager to manage their staff by providing live information on call handling levels, productivity, and quality measures.-To support the development of the customer service by analysing performance and providing recommendations on areas for improvement. -To use data to identify areas of service or process failure and work with the Customer Insight Officer and operational managers to address these issues.-To develop new systems to gather and integrate customer data to address any gaps in our understanding of LBHF customers.-To act as the data expert for the service.-To work on housekeeping reports/ intelligence as directed by the service manager-Responsible for resource planning for the Customer Service Centre (CSC) and Customer Resolutions Team by short/ long term forecasting and the scheduling of staff to meet volumes for all access channels.-To produce monthly schedules for customer services advisors’ including scheduling in team meetings, coaching, 121, training sessions, and other key activities. The schedules need to be developed by working with CSC Team Leaders, Customer Services Manager, and Advisors.-To maximise the operational use of qmax and any other tools for productivity and operational outputs-To jointly monitor sickness/ leave arrangements with the TMs to flag any thresholds to the HOS for action-To build operational rules to ensure service delivery; e.g. how to implement Christmas leave, thresholds for shrinkage-Work with the Customer Resolutions Manager to analyse the flow of members enquiries and complaints to help the service plan for demand and any predictable peaks.-To provide analysis and service improvement recommendations on weekly hotspots, future resource planning and scheduling issues and areas of service failure.-To decide on the appropriate resources levels needed to achieve KPI targets for the different customer access channels.-To report on the KPI’s, CSAT, and quality data and complete trend analysis, identifying root causes and service improvement recommendations, on the different customer access channels to provide an excellence service and first contact resolution to customers.- To use the information collected to predict future trends in the service and decide on actions needed to maintain performance and improve the customer experience.-To produce reports for senior managers and councillors on the performance and trends in the customer service centre.- To produce a range of daily, weekly, monthly, and quarterly KPI and management information reports on the CSC using balance scorecards agreed with the Customer Services Manager, Customer Resolution Manager and Customer Experience and Insight Manager- To build a suite of data quality monitoring reports to identify any service delivery issues that need addressing e.g. duplicate work orders, orders raised but not issued. Work with the services to maintain data quality.- Support the Customer Resolutions Team with extracting and preparing data for Subject Access Requests and Freedom of Information Requests- To build effective relationship with all stakeholders across LBHF to understand future demand and activities that my impact on the CSC service delivery- To work with the Customer Experience and Insight Manager, Customer Services Manager, Customer Resolutions Manager and Customer Service Center Trainer to develop a yearly training programme matrix -To be responsible for the CSC IVR messaging and telephony system ensuring it is updated on regular bases by working with the IT departmentSkills & Experience:• Working in similar roles within a Customer Service Centre environment resource planning for different customer access channels (telephone, email, live web chat, social media) for a workforce of at least 30 FTE in a multi-disciplinary environment• Experience using workforce management system such as Q-max • Experience designing effective performance management and quality assurance frameworks for a large multi-disciplined customer service center operation.Knowledge• Good understanding of digital technology used in Customer Service Centre environment • Excellent understanding of performance frameworks for customer service centres including KPIs, CSAT Balance Scorecards, trend, root cause analysis • Good understanding of Microsoft Office, databases, telephony, and workforce management system • Excellent time management, planning and organisation skills• Good IT skills including Ms Excel, Word, PowerPoint, Outlook• Ability to work efficiently in a high demand, customer focused, and fast-paced environment.