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Customer Care Workforce Planning Analyst
1 tydzień temu
- Staffing Utilisation Analysis: Proactively identify areas for improvement and take necessary action to deliver a comprehensive plan for meeting service performance objectives across all CC locations.
- Historical Data Analysis: Collect and analyse historical staffing data to capture emerging trends.
- Forecasting and Planning: Using historical data and business intelligence, forecast and plan staffing metrics and requirements to ensure all service level objectives are achieved at the lowest cost.
- Intra-Day Performance (IDP): Create IDPs used by real-time functions.
- Performance Analysis: Analyse performance data to identify improvement opportunities and implement strategies.
- Operational Support: Provide alternative recommendations when requests from operations teams will negatively impact Customer Care performance.
- Training and Development: Support the design and deployment of WFM module training as required in operational locations.
