Call Center Staffing Analyst

2 weeks ago

London, Greater London, United Kingdom Norwegian Cruise Line Holdings Ltd. Full time

Basic PurposenExecute tasks related to forecasting headcount requirements, producing schedules to meet requirements, and real-time monitoring of adherence and call handling for multiple lines of business across multiple domestic and international sites.

Nature and Scope

This position meets regularly with the Sr. Manager to review previous day/week call center performance as well as short/long term planning. Meets with leadership from the business to review forecasting, staffing needs and KPI trends. Also interacts regularly with team members regarding schedules, time-off and call handling.

Position is responsible for identifying opportunities to reduce staff through leave or increase through overtime based on current day performance and empowered to take appropriate action.

Position Responsibilities

  • Monitor and analyze call volume, call patterns, and traffic flow for multiple lines of business to ensure service level objectives are being met.n
  • Plan and forecast call volume and required headcount (short, medium, and long-term) for multiple lines of business.n
  • Collect and analyze historical call data and impacts to forecast resulting from marketing promotions.n
  • Meet with leadership to review forecasting, staffing needs, and KPI trends.n
  • Develop optimal schedules to meet forecasted call volume and established KPI goals.n
  • Continuously evaluate the effectiveness of schedules and adjust as necessary. Determine time-off allotments for self-service time-off requests through NICE WFM and approve/deny exceptions.n
  • Monitor call queues in Avaya CMS, Intraday, and Agent Adherence to schedules in NICE WFM, logging offline activities and exceptions on agent schedules.n
  • Maintain new and existing agents in WFM system and manage Agent Skill Profiles in Avaya CMS.
  • Provide regular reports to management on workload and workforce.n
  • Make recommendations for new or updated contact center technology and process improvements.n
  • Perform other job-related functions as necessary.

EDUCATION
Degree in Business Administration or related field preferred; or any equivalent combination of relevant work skills and experience.

EXPERIENCEnMinimum 2 years' experience with workforce monitoring planning, preferably within a Contact Centre using NICE WFM.

KNOWLEDGE & SKILLS

Strong comprehensive knowledge of NICE WFM including the Administrator, Forecaster, Scheduler, and Operations functionality.nStrong knowledge of Avaya CMS.

Advanced knowledge of MS Office Excel.nExcellent planning, organizational, and written/verbal communication skills.nStrong attention to detail.nStrong analytical and numerical insight.nAbility to work under pressure in a fast-paced environment.

Company Benefits

  • Private Medical Insurance*n
  • Free car parking nearby.n
  • Pension Scheme.n
  • Remote Working.n
  • 6 weeks- paid sickness*.n
  • Discounted Cruise Program#.n
  • 25 days paid holiday + 8 Bank Holidays.n
  • Bus Discounts
*Benefits in this category can only be accessed upon completion of probation.n#Benefits in this category are subject to availability

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