We have a great opportunity for a Lead Work Force Optimisation Analyst (Analytics) to join our Credit Performance team. As a Lead WFO Analyst (Analytics), you will be responsible for producing high quality data and reports which support process improvements, decision-making and achievement of performance targets in our call centre operation.

You will need to demonstrate expertise in relevant analytical based reporting, have a working knowledge of relevant operational processes, procedures and technology, a detailed understanding of Work Force Management, reporting tools & methods and familiarity with relevant data sources & data management systems along with great presentation & communication skills.

Job Accountabilities

• To provide the capacity planning team with information to aid tactical and strategic decisions.
• Analysing information at a granular level and highlighting any risks and opportunities to drive forward the Contact Centre and improve customer experience.
• Reporting analytical data in a concise and tailored approach to give clear facts to aid management decisions.
• Communicate effectively with Senior Management and effectively influence key decision-makers
• Take a leading role to drive value through performance analysis.
• Proactively demonstrate the implications of performance analysis to the wider business and ensure that this is understood and acted upon.
• Highlight and demonstrate the links between operational performance and value creation and ongoing ownership of planning data requirements to support all planning activity.
• Provide a high degree of flexibility both in terms of personal outlook/attitude and workload/tasks.

Knowledge and Skills

• Expert skills within both Excel, SQL and R and/or Python.
• Previous working experience of building and maintaining Alteryx workflows or similar data manipulation tools would be advantageous.
• Knowledge of Telephony ACD systems and workforce management systems (preferably Amazon Connect, eWFM and/or Avaya WFM) combined with data warehouse concepts and detailed knowledge of management information tools. Knowledge of systems and tools used in the call centre environment.
• You will need to display a high technical capability and a mastery of SQL, coding or programming and / or professional qualification in; programming, database administration, computer science, or mathematics.
• Experience of reporting from complex multi-dimensional database applications.

Desirable Criteria

• First class analytical skills with the ability to present findings with confidence at all management levels.

Additional Information

• There is a need to be able to use data to drive business decisions and realise benefits.