Workforce Optimization Specialist

23 hours ago


Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Greenbean Full time

About Greenbean

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At Greenbean, we believe that happy employees are productive employees. That's why we offer a comprehensive benefits package and a supportive work environment.

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We are currently working with Verisure to find a Workforce Optimization Specialist to join their team in Newcastle.

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This is a full-time position with the opportunity for a yearly bonus (paid quarterly based on performance targets specific to the role.)

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What We Offer:

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• Estimated salary: £35,000 - £40,000 per annum

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• Comprehensive benefits package, including private healthcare and MediCash cash plan.

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• Opportunities for career development and growth.

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• Collaborative and supportive work environment.

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About the Role:

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You will be responsible for analysing call centre data and providing insights to identify opportunities for improving operational efficiency and performance.

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Collaborate with call centre managers and supervisors to identify and address operational challenges.

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Develop and maintain effective communication channels with call centre agents, providing timely updates on schedules and any changes.

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Maintain and update workforce management systems and tools to ensure accurate and up-to-date information.

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Conduct regular evaluations of scheduling methodologies and workforce management processes, and to drive continuous improvement.

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Liaise with Forecasting owners to discuss call volumes and staffing requirements based on historical data, trends, and business needs.

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Proficient in using workforce management software and tools (preferably Genesys) to forecast call volumes and create schedules.

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Your Skills and Qualifications:

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• Strong analytical and problem-solving skills, with the ability to interpret data and make sound decisions.

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• Excellent organisational and time management skills, with the ability to prioritise and multitask effectively in a fast-paced environment.

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• Proficiency in using workforce management software and tools.

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• Attention to detail and accuracy, with the ability to analyse data and identify patterns or trends.

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• Excellent communication skills, both verbal and written.

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• Ability to work collaboratively in a team environment and build strong relationships.

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• Proficiency in Microsoft Excel, including advanced formulas, pivot tables, and data manipulation techniques.



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