Job Description

Our people work differently depending on their jobs and needs. From home working to job sharing, visit the remote and flexible working page on our website to find out more. This role is based in India and as such all normal working days must be carried out in India. Join us as a Customer Service & Operations Productivity Analyst

• Take on a new role where you’ll be driving a customer focused culture, helping us to provide excellent service and continue to enhance our customer experience
• We’ll look to you to create robust resource plans which take account of scheduling, recruitment and demand planning
• You’ll be working closely with resourcing and line managers, allowing you to broaden your network and hone your relationship and stakeholder management skills

What you'll do

We want to be number one for customer service, and you’ll be helping us to achieve this by providing specialist support to facilitate productivity and service improvements. You’ll be maintaining a broad understanding of key business objectives and changes, in order to understand their impact on resourcing and scheduling. As part of your role, you’ll be identifying opportunities and making recommendations to enhance existing technology. You’ll have to opportunity to use your knowledge of existing technology capability to optimise performance and customer experience. Day-to-day, you’ll be:

• Scheduling and planning for a large scale operation, managing real time adherence and delivering strategies for the business
• Undertaking ongoing robust analysis of workloads to determine anticipated demands and support the building of effective resource plans
• Utilising existing tools and supporting the development of new tools and models to allocate work efficiently and effectively, ensuring regular reviews to identify any strategic changes which may be required
• Coaching line managers with best practice on recruitment and how to optimise their resource
• Working with resourcing to make sure that the working patterns being recruited for match the workload and customer demand model for the channel

The skills you'll need

You’ll already have a background in MI analysis and will have built up good analytical and problem solving skills. You’ll work with good attention to detail and be proficient in using Microsoft Office, including Word and Excel. We’ll also expect you to have:

• The ability to analyse and understand business issues and the impact of the proposed solutions on the business
• A robust analytical approach to more complex requirements
• Strong interpersonal and communication skills
• A broad understanding of HR, resourcing and cost management principles and culture
• Knowledge of a forecasting and scheduling tools and systems