Workforce Analyst Job in Edinburgh

Workforce Analyst Job in Edinburgh. Apply for the latest Edinburgh jobs in Accounting/Financial/Insurance.

Workforce Analyst Job in Edinburgh

Job Description
Would you like the opportunity to work for a Global brand experiencing periods of large growth?

To succeed in this role you will complete the following duties:

Real time monitoring of service level
Identify need to increase or decrease off-phone time and employee movement in order to optimize service levels, communicate changes to call centre management, and then implement changes as required
Plan and influence the participation of all off-phone activities for specialist meetings, coaching, and department initiatives.
Maintain real time schedules and complete real time analysis
Complete real time segment entry of incoming requests within predefined guidelines that require analysis of service level
Facilitation of daily status calls with the business
Tier 1 troubleshooting for business interruption and escalation as appropriate

Advanced knowledge of Call Centre Operations, Contact Centre Metrics, and Workforce Planning practices and systems.

Ability to demonstrate leadership capabilities
Excellent written and oral communication skills
Strength in quantitative analysis, critical thinking, problem solving, and innovation
Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/task
Must be flexible with work schedule to accommodate business needs
Comfortable with a fluid business environment, changing job priorities, and working with people at a variety of levels internally and externally with the ability to work independently and/or in a group
Excellent follow-up skills
Ability to work in a consistently fast-paced, high-volume, high-stress environment with the ability to work independently and in a group
High proficiency in Microsoft Office products (Excel, Work, PowerPoint, etc.)
Experience with collaboration, communication, and presentation skills preferred

Job Type: Permanent, Full Time
Location: Edinburgh
Category: Accounting/Financial/Insurance
City: Edinburgh
County: City of Edinburgh
Country: United Kingdom
Salary: £25000 – £32000/annum
Benefits: