Contact Centre Workforce Analyst

Recruiter
Utilita Energy Ltd
Location
Chandler's Ford, UK
Salary
Competitive
Posted
16 Oct 2019
Closes
23 Oct 2019
Ref
1299740687
Contract Type
Permanent
Hours
Full Time
Utilita specialise in the energy market supplying to both domestic and commercial customers. With over 750,000 customers and employing over 1400 members of staff, Utilita is the UK's second largest supplier in the pre-paid market. We have the largest proportion of customers with a smart meter in the country and installed the UK's first smart meter in 2008.
What You'll Be Doing
We are inviting candidates to apply for an exciting position working as a WFM (Work Force Management) Analyst based at our Head Office in Chandler's Ford, Eastleigh! Offering a competitive salary of £25,020 plus a company bonus, corporate rewards scheme, 25 days annual leave plus bank holidays and much more....

You will be responsible to ensure that the business is set up to meet the demand of customers through multiple contact channels including telephony, web and email. Using historical call data, weather patterns, forecasted business growth, sales activities and various other external factors, the employee will be responsible for ensuring that the business is staffed correctly to ensure maximum performance against service levels.

Key Accountabilities:
  • Analyse and report historical data and trends and develop forecast models
  • Generate long-term and short-term forecasts
  • Generate new forecast when current day forecast has high deviation from actual
  • Analyses, prepares, and publishes agent schedules within Workforce Management to efficiently meet service level requirements
  • Manage proactive approval and denial of discretionary activities, such as vacations, trainings, meetings
  • Assist with administration of Verint Workforce Management
  • Provides post-analysis recommendations on anomalies within the business and future products or services to determine potential impacts on the business; works to minimise negative impacts to the customer experience
  • Lead weekly and daily staffing review meetings with management and intraday analysts detailing previous and current week's performance and forecasted performance of remainder of current week and next week, while also identifying risks
  • Monitors daily call volumes, service levels, and other key metrics. Recognises and interprets trends, changes, or risks and communicates to leadership, management, and other analysts
  • Develops and delivers timely business and ad hoc reports
What We're Looking For
Essential Criteria:
  • Experience with workforce management products (IEX, Aspect, eWFM, Genesys, Nice, Verint) and experience performing forecasting, scheduling, and intra-day staff management functions (the two can be chieved concurrently)
  • Experience in an inbound multi-site contact centre
  • Understanding of and experience with call centre technologies such as Workforce Management, ACD, Dialler, IVR
  • Has a good understanding about typical call centre performance metrics
  • Strong mathematical, analytical, communication and organisational skills
  • Advanced MS Excel skills
  • Intermediate MS Word and MS PowerPoint skills
  • Experience in an inbound multi-site contact centre.

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