Customer Service & Operations Productivity Analyst

Join us as a Customer Service & Operations Productivity Analyst

• Take on a new role where you’ll be driving a customer focused culture, helping us to provide excellent service and continue to enhance our customer experience
• We’ll look to you to create robust resource plans which take account of scheduling, recruitment and demand planning
• You’ll be working closely with resourcing and line managers, allowing you to broaden your network and hone your relationship and stakeholder management skills
• We're offering this role at associate level

What you'll do

We want to be number one for customer service, and you’ll be helping us to achieve this by providing specialist support to facilitate productivity and service improvements. You’ll be maintaining a broad understanding of key business objectives and changes, in order to understand their impact on resourcing and operational performance.

As part of your role, you’ll be identifying opportunities and making recommendations to enhance existing processes. You’ll have to opportunity to use your knowledge capability to optimise performance and customer experience.

Day-to-day, you’ll be:

• Scheduling and planning for a large scale operation, managing real time adherence and delivering strategies for the business
• Undertaking ongoing robust analysis of workloads to determine anticipated demands and support the building of effective resource plans
• Utilising existing tools and supporting the development of new tools and models to allocate work efficiently and effectively, ensuring regular reviews to identify any strategic changes which may be required
• Coaching line managers with best practice on recruitment and how to optimise their resource

The skills you'll need

You’ll already have a background in MI analysis and will have built up good analytical and problem solving skills. You’ll work with good attention to detail and be proficient in using Microsoft Office, particularly Excel.

We’ll also expect you to have:

• The ability to analyse and understand business issues and the impact of the proposed solutions on the business
• A robust analytical approach to more complex requirements
• Strong interpersonal and communication skills
• A broad understanding of resourcing and cost management principles and culture
• Knowledge of a forecasting and scheduling tools and systems