Senior Work Force Management Analytics Manager⏲Hours: 35 hours per weekShift pattern: Monday - Friday 09:00-17:00 Salary: up to £44,000 per annum dependant on experience Location: Hybrid Norwich
This role is a UK based role and any hybrid/remote work must also be within the UK.
Start Date : December 2024
For this role, you need 5mpbs upload and 15mpbs download internet speed
Appello Perks
ABOUT YOU
You must possess a genuine desire to help the community, be empathetic and attentive to our customer’s needs.
You will have significant experience within a WFM role, be an expert at internal stakeholder management. You will be experienced in reporting from a range of sources including WFM and Excel.
You will have obtained a degree or equivalent and have a PL-300 Microsoft PowerBI Data Analyst Certification or equivalent.
You have the ability to work under pressure & to tight deadlines. You are able to present information clearly, concisely, accurately and in ways that promote understanding. You are able to think outside the box to deliver results.
THE ROLE
Under the management of the Director of Operations, supported by Alarms Response Centre (ARC) Manager and the Customer Contact Centre Manager the Senior WFM Analytics Manager is responsible for strategically driving the businesses resource and capacity planning agenda in the business-to-consumer division of the Appello Group.
You will be inwardly and outwardly facing completing complex analysis on call trends looking dynamically to reduce waste and improve service standards.
You will be creating executive summaries of analysed data and deliver to senior stakeholders both internally and externally to the highest standard ensuring information is delivered in an intelligible format
Consistently achieving service levels across all monitoring call handling functions including but not limited to Telecare and the Customer Contact Centre, which includes inbound and outbound Sales, Technical Support, General Customer Care and Customer Account Management.
Achieve this whilst budgeting for overtime and salary spend and where possible reengineer shifts and dynamically resource allowing salary and budget savings to hit the EBITDA.
READY TO APPLY ✅
If you are interested in this role please upload yourCVand answer a few questions about yourself !
OTHER INFORMATION
This is an exciting time at Careline365 part of the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.
If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on .
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