Job Overview

Apply on employer's website Role Summary Reporting to the Operations Planning Manager, the Operations Planning Analyst will be a key member of a successful Contact Centre and contribute to the ongoing growth and continued service excellence. Department Information Our 350 seat Customer Contact Centre located in Birmingham is at the heart of our operation. The centre, established over 13 years ago, is the shop window for our organisation and is the central hub of our business. We put our clients at the centre of everything we do and Customer Service Excellence is now something we are synonymous with. In 2013, we attained the industry leading CCA Global 5 Accreditation Standard for the fourth year running and were shortlisted for two awards at the annual CCA ceremony Core Duties/Responsibilities Successful candidate will be responsible for the following duties Monitor real time call queues throughout the day to ensure priorities are managed effectively and work with Team Leaders and Operational Management to ensure successful delivery of performanceProactively identify risks to service and recommend mitigating actions to senior managementUtilising Workforce management tools to run what-if? scenarios providing on the day reforecasting and associated service impactsProvide post event commentary detailing reasons for service failureProvide independent, statistically based support to the operation and help appropriate members of the operation interpret the statistics producedCreate value adding MI that sets service level expectations for the operation each dayAdd value to call forecasting and capacity planning processesEvolve back office/multimedia/complaints realtime planningWork against key measurables such as: service standards; stakeholder satisfaction; production of MI; adherence to legal and regulatory requirements Skills, Capabilities and Attributes Successful candidate should posses the following skills Proven track record of contact centre realtime managementProven track record of working with back office/multimedia/complaints teamsExcellent understanding of the resource planning cycle and how each element interactsAnalytically minded with a track record of collating and producing statistical information from a variety of sourcesAdvanced user of Excel (and preferably SQL/VBA skills)Natural problem solver who demonstrates clarity of thought and reasoningCapable of absorbing complex and/or specialist information and utilising it on a daily basisMethodical, rigorous and highly efficient in how they record and disseminate informationExcellent communication skills and capable of adapting style to suit the audienceNaturally service oriented with a strong desire to improve both colleague and customer experience

Key Requirements

Analyst Customer Care Call Management Planning