Job
Analyst - Workforce Management
Accenture
•
17d ago
💼 Graduate Job
Newcastle
🤑 £29K
AI generated summary
- You must have scheduling & realtime management experience for voice accounts, statistical background, proficiency in WFM tools, strong analytical skills, & ability to thrive in a fast-paced environment.
- You will optimize schedules, analyze data, monitor performance metrics, and collaborate with stakeholders to ensure workforce efficiency and address operational challenges in real-time.
Description
- The role of Scheduling and Real-Time Analyst is pivotal in ensuring smooth operations by creating accurate schedules, monitoring real-time performance, and making data-driven decisions to enhance productivity and customer satisfaction. The Scheduling and Real-Time Analyst is responsible for developing optimized schedules for our workforce while continuously monitoring real-time performance metrics. By leveraging data analysis and forecasting techniques, the analyst ensures that staffing levels align with operational demands, contributing to overall efficiency and cost-effectiveness.
Requirements
- Experience on Scheduling and Realtime management for voice account
- Statistics background preferable
- Proven experience in workforce management, scheduling, or operations analysis.
- Proficiency in workforce management software and tools e.g., WFM tools, Excel . Knowledge in Genesys workforce management tool and CCpulse telephony will be an added advantage.
- Strong analytical and problem solving skills.
- Excellent communication and interpersonal skills.
- Ability to thrive in a fast paced and dynamic environment.
- Ability to prioritize tasks, manage time effectively, and work well under pressure
Area of Responsibilities
Data
Responsibilities
- Schedule Optimization:
- Provide analytical and strategy support to business and WFM individuals.
- Ensure completeness of deliverables as required and document results and present findings to management.
- Workforce Planning for Short term and long term
- Scheduling resources as per demand
- Suggest and implement optimization opportunities.
- Diagnose and resolve complex to moderate issues.
- Act as an SME for the functional area
- Real-Time Monitoring:
- Monitoring real-time performance metrics
- Identifying and addressing deviations from planned schedules
- Communicating with supervisors and agents to manage real-time staffing adjustments
- Data Analysis and Reporting:
- Analyzing workforce data to identify trends and patterns.
- Generating reports on scheduling efficiency and performance metrics
- Recommending improvements based on data insights.
- Provide data driven root cause analysis
- Stakeholder Collaboration:
- Collaborating with supervisors, team leaders, and other departments to address scheduling conflicts and operational challenges.
- Participating in meetings to provide insights and recommendations for improving workforce management processes.
- Demonstrate a commitment to excel and perform to the highest standard
- Develop and maintain working relationships and work well with all levels of management, business partners, and team members.
- Challenges:
- Balancing staffing levels with fluctuating demand patterns.
- Anticipating and responding to unforeseen events or disruptions in real-time.
- Ensuring compliance with labor laws and company policies while optimizing schedules.
- Collaborating with various stakeholders to address scheduling conflicts and operational challenges.
- Adapting to evolving business needs and technological advancements in workforce management software.
- Monitor Operations agent and/or agent group adherence, correcting any "out-of-compliance" situations.
- Identify opportunities to improve staff balancing and overall operational and service level performance
Details
Work type
Full time
Work mode
office
Location
Newcastle
Salary
29000 GBP
Benefits
- 25 days annual leave plus bank holiday entitlement
- A variety of Health and Wellbeing benefits
- Employee Share Purchase Plan
- Excellent Pension scheme and medical cover (family can be included at a discounted rate), access to app-based fitness classes and discounts at a range of gyms
- Employee discounts
- Three days paid leave per year for charitable work of your choice
- Excellent employee referral programme with generous bonus payments for introduction