Service Analyst, Workforce Management

Our Workforce Management Team

The Workforce Management team is essential to the success of our Customer Operations. We are responsible for ensuring we have the right people in the right place at the right time to support our customers.

As a Service Analyst, you'll be instrumental in optimising service delivery and ensuring efficient staffing for customer operations within your specific domain. Your role will involve managing real-time customer demand and performance, identifying trends, and collaborating to maintain high service levels. In a constantly evolving environment, your proactive approach and adaptability to change will be crucial to enhancing operational efficiency and customer satisfaction within your domain. This is a 9 Month Fixed Term Contract.

Key responsibilities

• Analyse datasets specific to your domain, identifying patterns and trends related to service performance. Proactively identify trends that might affect performance in your domain.
• Work within your allocated domain to continuously strive for improved SLAs and identify seasonality trends that might affect performance. Regularly evaluate service processes and make adjustments and enhancements to improve results.
• Work closely with Operations, Product, Risk teams, Change partners, and domain analysts to deliver accurate service insights and support. Build and maintain good relationships with Team Managers and Operations Managers to ensure they are supported with intra-day needs. Collaborate with WFM Analyst and Forecast Analyst to meet queue specific requirements.
• Work with your domain's outsourced real-time teams to align on daily action plans and ensure understanding of performance or volume trends. Manage task views, routing and short-term Verint changes, ensuring work goes to the right person at the right time.
• Conduct deep dives to identify issues between supply/demand at all intervals and skilling gaps where your domain is misaligned with the operation. Assess the service impact of proposals and changes due to be implemented in your domain. Responsible for raising and responding to incidents when required, providing regular updates and escalating if and when required.

We'd love to hear from you if

• You have a solid background in workforce management, with hands-on experience supporting operational teams and improving performance.
• You care deeply about service quality and understand the key drivers that contribute to delivering great customer experiences.
• You're proficient in Google Sheets / Excel and Looker.