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Background information and role purpose: Analysis and understanding of customer behaviour to predict staffing requirements and customer demand.To successfully deliver the right number of people in each staff group with the appropriate shift pattern.To highlight potential future issues and risks and recommend appropriate solutions.To positively, and pro actively, impact call centre performance by developing highly effectively business relationships with all key internal customers. Key responsibilities: Understand the specific business areas requirements for information and analysis to ensure that the service provided meets short, medium and longer term needs. Determine specific information sources, and carry out research activity, so that analysis can be undertaken. Analyse and interpret information, using appropriate techniques, to identify issues, opportunities or solutions for the business. Make recommendations and prepare reports to facilitate understanding and aid effective decision-making. Maintain and improve information and analysis procedures, techniques and tools that support business decision-making. Achieving staffing efficiency through improved resourcing strategies.Maintaining the capacity plan to interface to budget and recruitment processes.Forecasting accurate workload and people requirements.Ensuring that resource planning best practises / solutions / initiatives are applied from within the community and also externally from the market place.Build and maintain relationships with customers, departmental colleagues and other stakeholders, to facilitate the provision of quality services.Prepare business cases or appraisals to support planning activities. Essential skills, knowledge and experience required: A background of 3 years of strong contact centre Analyst role. An excellent understanding of contact centre dynamics and operations.Prior experience of a workforce management system is essential, specifically- use of eWFM will be beneficial.Previous experience of large-scale capacity planning, forecasting and planning. Challenging the status quo, and making recommendations for change.Proven experience of building and developing strong relationships across internal client business support areas.Proven experience of utilising initiative to provide business solutions.

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Published at 13-03-2008
Viewed: 588 times