Overview
This is a newly created position within a global contact centre. We are looking for an exceptional analyst who is passionate about Customer Experience. You will be responsible for ensuring the optimal performance of the live environment and take ownership of scheduled activities to make sure operational plans and KPI's run smoothly.
What you'll be doing
- Responsible for updating resource models, monitoring, and reporting to the business to help deliver the agreed service levels and achievement of KPI’s.
- Create and accurately maintain shift schedules ensuring that shifts are optimally planned to meet the forecast requirements, SLA’s and KPI’s. Complete capacity planning to inform recruitment, holidays, and colleagues scheduling.
- Monitor and react to all aspects of a live contact centre and adjust call queue management throughout the day, liaising with team leaders and contact centre manager to ensure that we are delivering an optimum daily performance.
- Review daily/weekly/monthly contact volumes, including contact channel mix and handling times and determine the required staffing level changes to ensure the delivery of service levels and tasks are in line with the most up to date data.
- Effectively plan and monitor advisor’s adherence to the assigned schedule, including performance against individual and overall forecasts.
- Effectively plan non – productive activities and admin, highlight where this is over or under plan and demonstrate the impact to the overall workflow.
- Responsible for automating and maintaining reports to be used in reporting on service levels and performance and producing of corrective action plans for service level misses. Design, deliver and review a suite of accurate reports in collaboration with all interested stakeholders on a daily/ weekly and ad hoc basis.
- Responsible for root cause analysis and production of daily/weekly and monthly reports. Demonstrate the commercial, customer or resource impact of the issues. Review trend analysis and identify opportunities and potential risks.
- Collaborate with key business partners and stakeholders to identify opportunities for improvement of workforce planning and service levels.
We'd love to meet someone with
- Extensive experience within a resource planning role within a back office/ case mgt and contact centre environment
- Advanced analytical skills and a real passion for data
- Previous demostratable experience of forecasting, monitoring and reporting within a resource planning role
- Excellent planning, time and project management skills with the ability to deal with multiple demands on time and ambiguit
What’s in it for you?
- Competitive salary and benefits package
- Holiday allowance
- 50% staff discount & 25% for family and friends
- Pension scheme
In 1997, we launched Mountain Warehouse to make the outdoors accessible to everyone by offering value for money product and exemplary customer service.
The outdoor industry had become very jargon heavy and we wanted to create a brand that would cater to our mothers and our neighbour’s kids as well as seasoned professionals who understood the technology.
Our expansion since then has seen the brand grow and the product evolve, but the small family business that makes MW special has remained. Great product is at the heart of everything we do.
As we expand internationally we employ a team of dedicated diverse people to offer our valued customers the best possible experience when visiting our stores, shopping online and putting our range through its paces.
Welcome to our journey.