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Senior Workforce Planning Analyst

2 weeks ago

Edinburgh, United Kingdom Customer Management Resourcing Full time

**Senior Workforce Planning Analyst - Contact Centre**

**Competitive salary - negotiable depending on experience**

**Full time and permanent**

We are currently recruiting for a Workforce Analyst to join our global financial client based in Edinburgh. This is a brilliant opportunity to join a recognised global brand as they continue to grow their International Customer Operations department. Therole is offered of a full time, permanent basis and is an on site position working in their modern Edinburgh offices (EH12).

This is a fantastic opportunity for someone with previous WFM experience who is strategic minded to support the business during a time of growth and development. You'll be responsible for determining accurate short to medium-term volume patterns in a 24/7operation across different channels and work types, to ensure business resources are aligned.

**What will you be doing?**
- Perform root cause and trending analysis using historical performance of business functions to identify areas of opportunity and make strategic recommendations
- Provide service level oversight, ensuring that service level strategies across sites and functions are complimentary and support overall business strategy
- Provide Weekly, Daily, Yearly or interval level call, chat, case forecasting
- Engage with other business functions to discuss recommendations and execute changes
- Oversight of staffing schedule optimization across multiple sites to ensure appropriate staffing to maintain service levels
- Supports process improvements and best practice identification

**What are we looking for?**
- Relevant skills/experience performing WF Forecasting function
- Experience in business analysis, reporting of business data, problem identification, resolution and root cause analysis
- Strong Excel user
- Strong working knowledge of telephony/call routing and workforce management platforms (ie eWFM, WFO)
- Experience in using AWS (Amazon Connect), Salesforce, Feedzai would be very beneficial
- Excellent communication skills with ability to influence people at a variety of levels internally and externally

**Salary -**

Competitive salary

Negotiable depending on experience

**Hours of work -**

Monday to Friday: 9am-5pm

Please note due to the nature of the role, if successful you'll need to pass a credit and DBS check.

CMR are an equal opportunities employer