Queue Analyst

Queue Analyst

Job Title: Queue Analyst

Department: Workforce Management

Travel Required: As per business requirements

Location: UK (On-site Preferred) but hybrid and remote working may be possible

Contract Type: Permanent.

Salary: £22,000 to £23,500 per annum depending on experience

Job Summary / Overview

As a Queue Analyst you will be responsible for the understand Backoffice client demands, ensuring a balanced distribution of workload to staff through varied WFM System, and monitoring of allocated activities. This is a diverse role with responsibilities across all disciplines of Resource, Planning, monitoring and analyzing agent and operational real time and historical data, ensuring the smooth and efficient functioning of our Backoffice Operations. You will continually adapt and evolve on necessary processes, utilizing the full functionality of system and tools to ensure an effective and balanced workforce, workload is managed with within required timeframes, driving productivity and efficiencies within Backoffice, Outbound environment. You will work closely with Team Leaders and relevant account stakeholders supporting discussions and improvement to agent performances i.e. Adherence to workload distributed and Forecast, delivery, Adherence, Occupancy, Productivity, BHPA etc. supporting cost and smooth running of quality efficient operations.

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

• Work closely with BO manager to understand Backoffice customer demands, supervise, manage the necessary Upload/ download of records and churns required on WFM System, monitor and manage the day to day allocation of back office tasks and activities amongst workforce (…such as chat, e-mails, outbound activities etc.), administration on tasks and activities on systems such as IEX, TP Config, understanding and utilizing full features of necessary system systems to target a balanced workload, driving productivity, occupancy, and workload is managed within allocated timeframes.
• Monitor and analyze real-time delivery and performance against forecast assumptions: This involves constantly monitoring call queues, pushing work based on agent availability to ensure that forecast demands and service level agreements are met across Multi-Channel Operations (Inbound, Outbound, Backoffice activities)
• Work Closely with Team Leaders, CCM’s, WFM Point of contracts, to stand up or be a part of necessary meetings to review back office performances, ensure an even distribution and management of workload of back office activities. Review Actuals, Trends, Outlook and highlight tactical changes required to ensure improvement to Interval wise delivery, Daily Service level targets etc..
• Enhancing and maintaining required interdepartmental relationships, and collaborate closely with all teams and members, i.e. Operations, workforce management, quality assurance, training etc., to coordinate efforts and ensure maximum efficiency in call center operations
• You will be responsible for preparing daily, weekly, and monthly reports that provide insights of managed agent workforce to the business
• Work closely with Ops and WFM, and review performance management of the team and setting of clear performance targets and review for development, ability to provide coaching and feedback to team leaders, agents, and capable of highlighting behavioral issues.
• Making key decisions and being a point of contact/escalation point in fast paced, high pressure environments, notifications of Incidents and escalation processes, leading in the notifications of trivial or minor level incidents that impact forecast requirements to Internal and Client stakeholders as appropriate
• If there are any critical issues or system failures affecting the call center's operation, you will escalate them to the appropriate department for prompt resolution
• With your strong analytical skills, the ability to make quick decisions, and excellent communication skills you should be proactive, detail-oriented, and capable of handling high-pressure situations

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Competencies and Specific Skills

• Experience using BO systems, diallers, IEX, ACD and Telephony data, and ability to understand and adapt to new tools and techniques required by the business
• Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others for modelling, for effective communications and reporting.
• Team management and coaching skills
• Problem-solving and decision-making skills:
• Business awareness and Leadership skills
• Customer focused
• Communicative and influential
• Team Player
• Adaptability
• Organized and structured
• Ability to work under pressure whilst maintaining accuracy
• Lives and breathes the company values
• Superior facilitation & presentation skills
• Contract KPI knowledge and awareness
• Self-motivated and can motivate others, with can-do attitude