Workforce Management Analyst - Contact Centres
Working as a key member of our Analytical team, the successful candidate will be accountable for identifying and delivering quality analysis to continuously improve the service levels delivered and the efficiency of the Contact Centre operation and to provide analysis to support long, medium and short term plans and budgets.
- To identify and deliver quality analysis to continuously improve the service levels delivered and the efficiency of the Contact Centre operation
- To provide accurate and timely analysis to the operational stakeholders and Senior Leadership Team
- To provide the analytical support across Service Delivery
- Effective communication of all plans and analytical recommendations to key stakeholders
- Establish and monitor operational measures to ensure service levels and budgetary requirements are exceeded following the implementation of recommendations generated through analysis
Skills, Knowledge and qualifications:
- Proven experience working in WFM and Contact Centres in an analytical position
- Ability to manipulate & interpret large amounts of data in order to facilitate different levels of analysis
- Proven track record of statistical & analytical techniques to drive business change
- High standard of presentation skills & delivery of insight, from data and analysis
- Due to the complexity of the role, this position requires experience in delivering analytical information or further education qualification in Mathematics, Statistical analysis or similar
- Proven experience in structuring and segmenting complex data
- Ability to manipulate and analyse this data to answer or pose business questions
- High skill level in the use of Microsoft Office applications & other data analysis tools
- A high level of analysis and diverse use of analytical principles required
As Britain`s longest standing motoring organisation, we have been rescuing motorists and championing their rights for the last 120 years.
With our breakdown, insurance, online retail, car purchase, approved garage offerings and now Telematics, we are a one-stop shop for the nation`s motorists. It`s an exciting time to join this iconic brand.