Workforce Management Administrator
Workforce Management Analyst
Location:- Manchester (Hybrid)
Salary:- to £55k + 10% Bonus + Bens
Environment:- Workforce Management, WFO, Data Analytical Tools, Workforce Planning, Operations, Forecasting, Performance Analysis, Reporting, Trends, Optimisation of Workforce management processes, Contact Centre, Telecoms, NICE CXone.
An experienced Workforce Management Analyst is required by this large scale technology company to assist with the Implementation of operational requirements to optimise their contact centre technologies.
The role provides business and operational stakeholders with accurate and insightful data, making meaningful recommendations to enable the teams to drive continuous improvement, operational effectiveness, and iteration of service experience across their support teams.
It also acts as part of a cross functional team co-creating & collaborating to deliver intended service design experiences.
Other duties of the role include working with WFO tools and Workforce Management software allowing the operations team to effect workforce planning.
The role will include strong analysis and forecasting of data trends, workload volumes and scheduling of resources.
Performance analysis production is also key for the operational team to evaluate metrics such as service levels, occupancy, adherence and identify areas of improvements.
The ideal candidate would have Workforce Management experiences with strong familiarity with workforce management software and tools.
Strong Analytical skills would be a must to analyse data and develop forecasting recommendations.
If you have the above skills, apply now for an immediate discussion.
@mecscomms: uniting opportunity with ambition in Telecoms | Media | Technology
@mecscomms is the brand name of MECS Communications Ltd who provide permanent & contract recruitment consultancy service as an Employment Agency & Employment Business.
For more information or a list of current vacancies, please see our web site at mecscomms.co.uk