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Workforce Specialist


Software & Data

IT & Telecoms Confidential
2 weeks ago

Job Summary

We’re looking for a Workforce Specialist to ensure our Support Specialists team provides the most excellent service to forecast and schedule work of hundreds employees and keep the team's data on track. The goal is always the same: to improve the quality of our services and make sure that what we deliver is WOW

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 1 year

Job Description/Requirements

What you’ll be doing:

  • Forecasting and planning for 400 employees across four locations
  • Generating and regularly adjusting forecasts and schedules
  • Maintaining team data accuracy with new joiners, team changes, and leavers
  • Working in real-time with Support team leaders to ensure adherence
  • Maintaining accurate data for the Member Experience team, including trend analysis
  • Managing and improving the process for performance tracking and target setting

What you'll need:

  • Experience in a contact centre with familiarity of concepts like inflow forecasting, handle time, and queue management
  • A Bachelor's degree or equivalent work experience
  • Fluency in English (C1)
  • Quick learning skills to easily pick up new tasks and software
  • The ability to self-manage and prioritise your workload to maintain and improve processes
  • Confidence using office programs (Google documents, Word, Outlook, etc.)
  • Good attention to detail with the ability to notice mistakes in complex data
  • A problem solving approach to implement effective solutions quickly
  • Excellent written and verbal communication to manage relationships with a wide range of team members
  • The ability to analyse trends and make continuous improvements
  • Readiness to take responsibility for high-stakes tasks
  • Flexibility and the ability to respond well to fast decision changes
  • The ability to anticipate future changes or demands in headcount

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