Current jobs related to Workforce Management Analyst - Peterborough - Tata Consultancy Services

  • Workforce Management

    4 months ago

    Peterborough, United Kingdom Diligenta Full time

    **Salary**: From £41366-£51708 **Who are Diligenta?**: Diligenta's vision is to be acknowledged as best in-class platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we...

  • Data Analyst Housing Specialist

    2 weeks ago

    Peterborough, Peterborough, United Kingdom Castlefield Recruitment Full time

    Job Title: Data Analyst HousingCastlefield Recruitment is currently recruiting a Data Analyst for a housing association on a permanent basis. The salary is £41,500 per annum and office attendance is required once per week.About the Role:The Data Analyst will support the Customer Insight Manager in delivering data-driven insights that improve our customer...

  • Data Analyst Housing Specialist

    2 weeks ago

    Peterborough, Peterborough, United Kingdom Castlefield Recruitment Full time

    Job Title: Data Analyst HousingCastlefield Recruitment is currently recruiting a Data Analyst for a housing association on a permanent basis. The salary is £41,500 per annum and office attendance is required once per week.About the Role:The Data Analyst will support the Customer Insight Manager in delivering data-driven insights that improve our customer...

  • Resource Scheduling Analyst

    1 week ago

    Peterborough, Peterborough, United Kingdom Diligenta Full time

    Job Title: Resource Scheduling AnalystAbout the Role:At Diligenta, we are seeking a skilled Resource Scheduling Analyst to join our team. As a key member of our operations team, you will be responsible for creating, maintaining, and optimizing staff schedules using workforce management tools. Your primary goal will be to ensure that schedules align with...

  • Primary School Educator

    1 week ago

    Peterborough, Peterborough, United Kingdom Affinity Workforce Full time

    pAffinity Workforce is seeking a dedicated and passionate Primary School Teacher to take responsibility for the learning and development of pupils through the delivery of structured lessons and effective behavior management./ppThe ideal candidate will have Qualified Teacher Status, a resilient and motivated mindset, and experience in working with children of...

  • Teaching Assistant Role

    4 weeks ago

    Peterborough, Peterborough, United Kingdom Affinity Workforce Full time

    Job OpportunityAffinity Workforce is seeking dedicated and enthusiastic individuals to fill Teaching Assistant and Learning Mentor roles in schools within the Peterborough area. As a Teaching Assistant, you will have the opportunity to work closely with experienced teachers and support the educational development of students.To be successful in this role,...

  • Teaching Assistant Role

    4 weeks ago

    Peterborough, Peterborough, United Kingdom Affinity Workforce Full time

    Job OpportunityAffinity Workforce is seeking dedicated and enthusiastic individuals to fill Teaching Assistant and Learning Mentor roles in schools within the Peterborough area. As a Teaching Assistant, you will have the opportunity to work closely with experienced teachers and support the educational development of students.To be successful in this role,...

  • Teaching Assistant Role

    4 weeks ago

    Peterborough, Peterborough, United Kingdom Affinity Workforce Full time

    Job OpportunityAffinity Workforce is seeking dedicated and enthusiastic individuals to fill Teaching Assistant and Learning Mentor roles in schools within the Peterborough area. As a Teaching Assistant, you will have the opportunity to work closely with experienced teachers and support the educational development of students.To be successful in this role,...

  • Teaching Assistant Role

    4 weeks ago

    Peterborough, Peterborough, United Kingdom Affinity Workforce Full time

    Job OpportunityAffinity Workforce is seeking dedicated and enthusiastic individuals to fill Teaching Assistant and Learning Mentor roles in schools within the Peterborough area. As a Teaching Assistant, you will have the opportunity to work closely with experienced teachers and support the educational development of students.To be successful in this role,...

  • Education Professional

    6 days ago

    Peterborough, Peterborough, United Kingdom Affinity Workforce Full time

    Affinity Workforce is seeking a dedicated and passionate Primary School Teacher to take responsibility for the learning and development of pupils through the delivery of structured lessons and effective behavior management.The ideal candidate will have Qualified Teacher Status, a resilient and motivated mindset, and experience in working with children of the...

  • Behavioural Support Specialist

    4 weeks ago

    Peterborough, Peterborough, United Kingdom Affinity Workforce Full time

    Job Title: Behaviour Support MentorAffinity Workforce is seeking a skilled Behaviour Support Mentor to join our team. As a Behaviour Support Mentor, you will play a vital role in assisting students with Special Educational Needs and Disabilities (SEND) to overcome barriers to learning and achieve their full potential.The successful candidate will work...

  • Data Analyst Housing Specialist

    1 week ago

    Peterborough, Peterborough, United Kingdom Castlefield Recruitment Full time

    Castlefield Recruitment is seeking a Data Analyst to support the Customer Insight Manager in delivering data-driven insights that improve customer services and people management.The role involves:Providing analysis to drive robust decision making and strategic planning in customer services and people operations.Delivering analytical projects focused on...

  • Mental Health Support Worker

    1 week ago

    Peterborough, Peterborough, United Kingdom Affinity Workforce Full time

    Job DescriptionAffinity Workforce is seeking a dedicated support worker to provide general support for pupils with additional learning needs in Peterborough. The role involves working predominantly with social, emotional, and mental health, with elements of Autism and learning difficulties.The ideal candidate will be able to guide the child's learning...

  • Primary School Supply Teacher

    7 days ago

    Peterborough, Peterborough, United Kingdom Affinity Workforce Full time

    Job DescriptionAffinity Workforce is seeking a dedicated and passionate Primary school Supply Teacher to work with a variety of schools in the area, catering to children aged between 4 and 11. As a Supply Teacher, you will be responsible for covering short-term teacher absences and delivering pre-planned lessons across different subjects, ensuring continuity...

  • Data Analyst Housing Specialist

    1 week ago

    Peterborough, Peterborough, United Kingdom Castlefield Recruitment Full time

    Castlefield Recruitment is seeking a Data Analyst to support the Customer Insight Manager in delivering data-driven insights that improve customer services and people management for a housing association.The role involves:Providing analysis to drive robust decision making and strategic planning in customer services and people operations.Delivering analytical...

  • Resource Scheduling Analyst

    7 days ago

    Peterborough, Peterborough, United Kingdom Diligenta Full time

    Job OverviewDiligenta is seeking a skilled Resource Scheduling Analyst to join our team. As a key member of our operations department, you will be responsible for creating, maintaining, and optimizing staff schedules using workforce management tools. Your primary goal will be to ensure that schedules align with forecasts and real-time operational needs.Key...

  • Data Analyst Housing

    3 weeks ago

    Peterborough, United Kingdom Castlefield Recruitment Full time

    Castlefield Recruitment are currently recruiting a Data Analyst for a housing association on a permanent basis. The salary is £41,500 per annum and office attendance is required once per week. The role: Supporting the Customer Insight Manager in delivering data-driven insights that improve our customer services and people management, aiming to get it right...

  • Resource Scheduling Analyst

    6 days ago

    Peterborough, Peterborough, United Kingdom Diligenta Full time

    Job Opportunity:Diligenta is seeking a highly skilled Resource Scheduling Analyst to join our team. As a key member of our operations team, you will be responsible for creating, maintaining, and optimizing staff schedules using workforce management tools. Your primary goal will be to ensure that schedules align with forecasts and real-time operational...

  • Cover Supervisor

    7 days ago

    Peterborough, United Kingdom Affinity Workforce Full time

    Job DescriptionAffinity Workforce are currently seeking a dedicated and passionate Primary school Supply Teacher to join our team in Peterborough. In this role, you will have the exciting opportunity to work with a variety of schools in the area, catering to children aged between 4 and 11. As a Supply Teacher, you will be responsible for covering short-term...

  • Infrastructure Maintenance Workforce Hse Advisor

    5 months ago

    Peterborough, United Kingdom Network Rail Full time

    Infrastructure Maintenance Workforce HSE Advisor - Peterborough **Location**: Peterborough, GB **Department Name**: Eastern Region **About Network Rail**: We get people where they need to be, whether they are commuting to work, visiting friends or family, or going for a night out. We make millions of lives better every day and have a vital job in driving...

Workforce Management Analyst

3 months ago

Peterborough, United Kingdom Tata Consultancy Services Full time

Role: Workforce Management – Real time manager - voice


Job Type: Permanent


Location: Peterborough, UK


Ready to utilise your expertise in Workforce Management?


Careers at TCS: It means more


TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.


Be part of an exciting team where you will be challenged every day.

Work closely with the range of teams within the business to bring products to life.

Unlock the full potential of data resources to drive organizational growth, innovation, and competitive advantage.


The Role:


This is a key role in ensuring the smooth running of the contact centre by ensuring schedule adherence across the teams and reporting non-conformance through the management layers.

The Jobholder will work closely voice agents to ensure shifts, breaks, meetings and training sessions are properly adhered to, as per the plans. They will also manipulate the queues within the telephony to ensure proper coverage for all calls coming into the contact centre.


Key Responsibilities:


  • Monitoring real time wallboard for voice teams
  • Ensuring break adherence across the Peterborough contact centre (scheduling and duration)
  • Directing floorwalking activities based on live data
  • Collecting Log In data and feeding back to team leaders
  • Raising real time concerns around volume / performance
  • Releasing team members for training / coaching / meetings
  • Producing shift scheduling / tracking shift swaps
  • Checking queue population and skills-based routing
  • Communicating with both onshore and offshore teams
  • Highlighting potential behavioural issues using data
  • Changing Skills Based Routing to enable bedding in of new starters and attainment of 62:45 target


Your Profile:


Key skills/knowledge/experience:


  • Good communication skills and ability to build trust and rapport and develop strong customer relationships
  • Knowledge of contact centres and the underlying technologies required to support them
  • Understanding of change / configuration management
  • Experience of CC operations and understand basic terminologies / methodologies used in the industry.
  • Internal and external service levels met and exceeded
  • Meeting of deadlines for deliverables
  • Schedule production and accuracy
  • Continuous improvement within the WFM function
  • Reduction in break exceeds / non-conformance to schedule


Rewards & Benefits


TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature paid holiday entitlement, pension contribution, private healthcare including dental & optical coverage, life assurance and income protection, laptop and phone, cycle-to-work scheme, exclusive discounts on gym memberships, discounted rates on car leasing options, staff discounts within the larger Tata network, and access to extensive training resources.


Diversity, Inclusion & Wellbeing


At TCS, we believe in building and sustaining a culture of equity and belonging where everyone can thrive. Our diversity motto is ‘Inclusion without Exception’.

You’ll find a welcoming culture and many internal volunteering and social networks to join. Our diversity, inclusion and social activities involve 12 employee networks including LGBTQ+ & Allies, mental health, disability & neurodiversity inclusion and many more, as well as health & wellness initiatives and sports events (we even sponsor the London Marathon).

We are open to all and treat applications equally, regardless of ethnicity, disability, gender identity, gender reassignment, age, sexual orientation, or beliefs.

If you are an applicant who needs a reasonable accommodation due to Disability or Neurodiverse Condition to complete an employment application, or during any phase of the hiring process, please contact us at abhishek.roy4@tcs.com with the subject line: “Reasonable Accommodation Request”.


Due to a high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.


Join us and do more of what matters. Apply online now.