Other rent in Saint Marylebone Westminster

WANTED!! Workforce Planner & Data Analyst for a leading UK wide retailer Based in the City of London. Position: Permanent Salary: £35,000 per annum plus benefits Hybrid working As Workforce Planner & Data Analyst you will provide operational resource planning, for the Customer Service Centre and Customer Resolutions Teams across all customer access channels and ensure a consistent level of service is provided across the hours of operation. Responsibilities * Operational reporting of KPIs is provided timeously across customer service divisions - customer service quality standards, customer resolutions and across all the customer access channels to ensure customer service staff deliver high quality service to customers at the first point of contact. * Support the Customer Service Team, Customer Services Manager and Customer Resolution Manager to manage their staff by providing live information on call handling levels, productivity, and quality measures. * Use data to identify areas of service or process failure and work with the supervisor and operational managers to address these issues. * Support the development of the customer service by analysing performance and providing recommendations on areas for improvement. * Develop new systems to gather and integrate customer data to address any gaps in understanding of customers. * Act as the data expert for the service. * Work on housekeeping reports/ intelligence as directed by the service manager Essential requirements: * Experience of resource planning for different customer access channels (telephone, email, live web chat, social media) for a workforce in a multi-disciplinary environment * Experience of working in similar roles within a customer service centre environment * Professional Qualification in Resource Planning/ Workforce Management and/ or NVQ level 4