Customer Services Workforce Planning Analyst - Central Support, Wigan
Job Introduction
ArrowXL is hiring! As the UK’s leading provider of Two-Person Home Delivery, we continuously strive to make the world of delivery a better place. Our aim is to build a welcoming and friendly business that supports the local community. We store and deliver large, heavy and bulky items in pristine condition – the kind of items that typically need two attentive people to handle. Quite often these items need installing for our customers, which we also do!
Please be aware that all roles at ArrowXL are subject to a mandatory criminal record DBS check.
A Customer Services Workforce Planning Analyst plays a crucial role in business with their primary responsibility being to monitor and manage workforce resources to ensure efficient real-time operations.
The Real Time Analyst monitors actual vs plan delivery at queue & agent level to ensure the correct resources are available at the right times to achieve the desired service level and KPIs.
This role is responsible for real‐time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, and email volume.
Main Responsibilities
Role Specific:
* Monitor and analyse call volume, call patterns, and traffic flow for multiple lines of business to ensure service level objectives are being met.
* Plan and forecast call volume and required headcount (short, medium, and long-term) for multiple lines of business.
* Collect and analyse call data and impacts to forecast resulting from marketing promotions.
* Meet with key stakeholders to review forecasting, staffing needs, and KPI trends.
* Develop optimal schedules to meet forecasted call volume and established KPI goals.
* Continuously evaluate the effectiveness of schedules and adjust, as necessary. Determine time-off allotments for self-service time-off requests through NICE WFM and approve/deny exceptions.
* Monitor call queues in Avaya CMS, Intraday, and Agent Adherence to schedules in NICE WFM, logging offline activities and exceptions on agent schedules.
* Maintain new and existing agents in WFM system and manage Agent Skill Profiles in Avaya CMS.
* Provide regular reports to management on workload and workforce.
* Make recommendations for new or updated contact centre technology and process improvements.
* Coordinate with team leaders and supervisors to deploy resources effectively.
* Adjust schedules and staffing in response to real-time demand.
General:
* Knowledge of call centre operations, including service delivery management, resource planning tools and techniques, workforce management, forecasting, and scheduling.
* Sound data analytics skills. You will have the ability to interpret data to make informed choices and translate complex information to enable management team decision making.
* The ability to work under pressure, during periods of change and to tight deadlines.
* Excellent people leadership skills, with a proven history of managing motivating and developing successful teams.
* Excellent interpersonal and communication skills, with the ability to collaborate effectively with stakeholders at all levels.
* Excellent organisational skills and ability to prioritise workload with accuracy.
* Ability to communicate professionally and effectively, both verbally and in writing, within all levels of the business and to external parties.
* Customer Care - Capable of delivering results and meeting customer expectations.
* Commercially aware with a clear focus on high quality and control of cost.
* Initiative-taking, tenacious, and result-oriented with a positive outlook.
The Ideal Candidate
Experience:
* Experience working in a fast-paced customer service environment.
* Use workforce management software and tools to track real-time data.
Essential Skills and Attributes:
* Analytical Skills: Ability to analyse data and identify trends.
* Diligence: Keen eye for detail to monitor complex systems and reports.
* Communication Skills: Strong verbal and written communication to convey updates and insights.
* Critical Thinking Skills: Ability to think quickly and make decisions under pressure.
* Technical Proficiency: Familiarity with workforce management software and data analysis tools.
* Time Management: Ability to prioritise tasks and manage time effectively.
* Ensure accurate data entry and maintenance in relevant systems.
Role Specific Requirements:
* Honesty.
* The ability to manage demanding situations that evolve and change on a daily basis.
* A collaborator that will be open to suggestions as well as thinking creatively when dealing with complex service issues that affect our customers and colleagues.
* An excellent communicator who can influence and explain complex ideas to all colleagues at various levels within our business.
* Ability to remain calm under pressure is key factor of this role. Having an understanding that the input of volume to service centre can be affected by operational issues which are outside of the control of this role, but being able to react to these situations by looking at what we can do to improve the situation for our colleagues and customers.
* Colleagues, Service and Customers at the heart of all decision making.
* Data Interpretation – Advanced Excel Skills.
Benefits and Rewards
In addition to a competitive salary, you’ll receive many excellent additional benefits including:
* Hybrid Working Options – opportunity to work from both the office and from the comfort of your own home.
* Annual Leave – 34 days entitlement (including statutory bank holidays) which increases with service.
* Holiday Buy Scheme – Buy up to 5 additional days.
* Enhanced Pension Plan options – Company enhanced contributions of up to a 6% match.
* Private Medical Insurance – via AXA.
* Life Insurance – Company funded 2x basic salary life cover from day one.
* Medicash – An easy-to-use health insurance package that provides cashback towards your everyday healthcare bills.
* Employee Assistance Programme – Free 24/7 confidential wellbeing support.
* Progression and Development Opportunities – Department specific technical training and Internal Management Development Academies.
* Staff Discount at www.very.co.uk (25% discount on designer branded clothing, footwear and home accessories with 15% off furniture, leisure and electrical items).
* Discounted Gym Membership – Up to 25% discount across 3700 nationally located gyms, health clubs, leisure Centres, bootcamps and fitness studios.
* Cycle to work scheme – In partnership with Evans cycles the ArrowXL C2W scheme offers great benefits and discounts.
* Long service awards – We go out of our way to recognise and reward our colleague commitment with our long service awards programme.
* Employee of the month – Winners receive £25 voucher, certificate and Hall of fame recognition.
* CEO Award of the month – Winners receive £100 voucher, certificate and Hall of fame recognition.
* Departmental Incentives – Year-round departmental competitions, seasonal incentives and fantastic gifts.
* Retail Discounts – Huge discount savings in supermarkets (Asda, Tesco, Morrison’s and Sainsburys), Fashion discounts with (Adidas, Asos, H&M, Boohoo, JD and Matalan) and Technology discounts with (Apple, Argos, Currys/PC World and John Lewis), plus many more savings.
Our culture thrives on Six core values that form who we are.
Salary Between £24,000 and £26,000 depending on skills and experience, plus excellent benefits.
Frequency Annual.
Job Reference arrowxl/TP/34522/1494.
Contract Type Permanent.
Closing Date 29 November, 2024.
Job Category Customer Service.
Business Unit Customer Service.
Location Martland Mill Lane Wigan, United Kingdom.
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