Workforce Analyst

Elevation Recruitment Group
South Yorkshire, UK
Closing date
11 Feb 2021

Job Details

Elevation Recruitment Group are currently looking for an experienced and personable Workforce Analyst to join a busy Contact Centre in Sheffield. Reporting into the Head of Finance, you will be responsible for planning the workforce schedule to ensure the centre is able to manage work in a timely and efficient manner inline with operational KPIs.

The successful candidate will have worked in a similar role ideally in a contact centre environment and have real hands-on experience in workforce planning and roster design and development.

Duties & Responsibilities will include:

* Responsible for workforce planning resource, roster designs and development against KPIs
* Ensuring efficient planning of resource levels in line with forecasts and budgets
* Providing weekly forecasting of workforce levels and rostering against budget
* Responsible for managing workload calibration sessions
* Responsible for updating workforce plans as needed
* Supporting in the improvements of performance and ensuring standards and expectations are met
* Producing data to highlight common trends, developments or issues
* Responsible for undertaking regular gap and trend analysis to identify and implement service improvements
* Continuously setting and meeting targets against requirements e.g. speed, efficiency, and quality
* Collating MI from multiple systems, processes, inputs and outputs
* Carrying out long term workforce planning so the centre continues to grow

Elevation Recruitment group are looking for people with the following skills and experiences:

* Experience working within a Workforce or Resource Planning role essential
* Have a detailed understanding of call centre dynamics, performance measures and processes
* Have strong data analysis skills and proficiency in using, SQL Reporting Services, MS Excel, other MI reporting tools and KPI metrics
* Knowledge of workforce management tools and CRM systems
* Strong planning and time management skills
* Highly numerate with experience of gathering, interpreting, and analysing complex information and data
* The ability to communicate effectively with individuals at all levels
* Working knowledge of regulatory issues, such as the personal, and departmental GDPR responsibilities

This is a great opportunity to work for a successful organisation that can offer long term stability and good career prospects.

Elevation Business Support is a specialist division of Elevation Recruitment Group focusing on positions in Yorkshire and surrounding regions. If you match the specified criteria and are interested in discussing the position in more detail, we would love to hear from you

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