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Workforce Analyst

  • Location:

    Barton-Upon-Humber, Lincolnshire

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  • Published:

    29 days ago

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Job Description

Location: Barton-upon-Humber (Office Based)
Department: Customer Service
Contract: Permanent

Salary Details: Competitive Salary (Dependant on experience, will be discussed on interview) plus Quarterly Bonus

Our client, Wren Kitchens, is the UK's number 1 kitchen retailer! They are a privately-owned, family-run business which is passionate about kitchens. With over 100 showrooms spread across the country, they've been a leader in the industry for over 35 years and continue to go from strength to strength.
They deliver a world-class customer experience at all times and offer amazing career opportunities within the business!
In 2020, Wren Kitchens was proudly named #1 top-rated retail workplace in the UK. In addition to this, The Telegraph recognised us as the fastest-growing bricks and mortar retailer and the Sunday Times ranked us as the 12th largest, privately owned company in the UK.

A new opportunity to join the team at the heart of Wren Kitchen's Customer Service department as a Workforce Analyst. You will be responsible for working with the team to use data and analysis to capture a plan for capacity and forecast resource requirements.
As Wren continue to expand in the UK and US, this role is critical to ensure sufficient colleague availability throughout the year and ensure optimal scheduling of colleagues dial to allow customer contacts to be serviced in line with SLA's. The customer service department work to customer demands via phone and email communication, so experience planning with these channels is essential.
The ability to analyse and cross examine data from a variety of sources quickly and effectively is essential as you will be projecting your findings to key stakeholders in the business.

Main Responsibilities:
* Create short term volume forecasts across all contact channels
* Work with historical data to predict intraday demand to a 15 and 30 minute interval
* Deliver weekly resource plans to Senior Managers to ensure we are delivering service without major impacts on answer rates
* Predict handle times and service from historical data, along with business forecast demand for all areas of Customer
* Service to plan for customer contacts Highlight all trends to Senior Managers along with thought out solutions where possible
* Create and accurately maintain CS shift schedules ensuring that shifts are optimally planned to meet the sites short term forecast requirements and SLs (Service Levels)
* Monitoring actual staffing levels against plan and taking the relevant corrective actions as required like Overtime, Cross skill support, shrinkage, shift changes to improve service levels
* Effectively plan and monitor CS adherence to assigned schedule
* Effectively plan non-productive activities
* Monitor adherence to AHT (Average Handling Time), AUX (non-productive time limits) and CS productivity and escalate any areas for development or recognition

* Desired skills and knowledge:
* Must have experience working in a large customer service department, managing forecasting, planning and workforce scheduling
* Excellent stakeholder engagement & management skills
* Experience with workforce management tools
* Ability to communicate at both a technical and non-technical level
* Advanced Excel skills would be extremely beneficial
* Proven experience of working with large amounts of data
* Excellent planning, time and project management skills with the ability to deal with multiple demands on time and deal with ambiguity
* Innovative and creative in finding solutions/ designing improved methods, systems and processes
* High attention to detail and ability to deep dive, identify root causes of variances; further execute solutions once identified

What Wren Offer:
* Free access to our state of the art on site gym, open 24/7
* Enjoy subsidised meals in our two fantastic restaurants
* Free onsite parking
* Customer Service Employee of the Month with perks including dedicated parking spaces and gift vouchers
* Customer Service Refer a Friend Scheme with the chance to earn up to £500 for each referral
* Free refreshments brought directly to your desk throughout the day
* Free annual eye tests as well as a contribution to new glasses
* Free uniform included that you can also claim under the HMRC allowance
* Nationally recognised qualifications available after 6 months continuous service


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