Workforce Management Analyst

Workforce Management Analyst

Birmingham - Hybrid (2 days per week onsite)
£35,000 per annum

We're looking for an experienced Workforce Management Analyst to join a busy customer operations environment, taking responsibility for the real-time management of telephony performance, resource and service levels.

This is a hands-on WFM role where you'll monitor live contact centre activity, manage queues and agent availability, and make intraday adjustments to ensure customer demand is matched with the right resource.

The role

Monitoring live telephony performance, call volumes, queues and SLAs
Managing agent skills and call routing to ensure effective coverage
Making real-time/intraday adjustments to shifts, breaks and agent availability
Monitoring service levels, abandonment rates and operational performance
Identifying emerging service risks and taking appropriate corrective action
Working closely with Team Leaders and Operational Managers to manage changing demand
Providing clear performance and staffing updates to key stakeholders
Supporting improvements to workforce management processes and telephony operations What we're looking for

We're keen to speak with people who have experience within Workforce Management, Real-Time Analysis, Intraday Management or Contact Centre Resource Planning.

You'll ideally have:

Previous experience within a contact centre or telephony environment
Strong knowledge of real-time workforce management and queue management
Experience monitoring and managing contact centre SLAs
Understanding of agent scheduling, adherence, skills and intraday resource management
Strong analytical and problem-solving skills
Confidence working with live operational data and making quick decisions
Experience with WFM, telephony and performance reporting platformsECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy