Workforce Analyst

Job description

Are you looking for your next career opportunity in real time or workflow analysis within a busy contact centre environment? As a Workflow Analyst within our Daily Banking, Fraud and Banking Operations Departments, you will be responsible for the real time monitoring and day-to-day service levels across back-office workloads. You will be part of the Workforce Planning team which provides workforce products, technologies, scheduling, forecasting and real time support for our Contact and Back-Office Centres. Job Responsibilities: - Oversee case allocation across business journeys for efficient distribution and handling. - Analyse back-office case work and manage resources to meet service levels. - Ensure adherence to service level agreements and manage disruptions. - Provide Tier 1 troubleshooting for business interruptions and escalate issues as needed. - Facilitate daily status calls with stakeholders to update on performance and address concerns. - Serve as a liaison between teams for alignment and informed decision-making. - Contribute to strategic planning with insights and recommendations for continuous improvement. - Communicate and implement changes with call centre managemen...