Real time & Scheduling Analyst

Summary

The role will focus on the continuous improvement of our real-time service and resource delivery across contact centre operations. A key requirement of this role is to optimise resource on the day. This includes proactive shrinkage and supplementary hours management, managing actual resource vs actual demand in the most cost-effective manner to deliver agreed levels of customer service.

The individual will work closely with and need to provide consistent communication between the forecasting lead, contact centre ops team, and wider management so that any service issues are highlighted, and resources are utilised as planned, responding in an agreed and controlled way to make recommendations so that targets are achieved through sensible negotiation and prioritisation across the operation. Success in the role will be seen through a set of constantly improving service delivery results by day, efficient time management, a defined level of customer service, and reduced abandoned call rate.

What you'll do

• Achieving agreed service levels in all areas of the department.
• Proactively sharing resources across teams to protect the customer experience.
• Deliver robust SLA management in CSSC Chester.
• Provide regular updates to the management team on service levels by team.
• Provide insight into customer contact when higher or lower than forecasts.
• Manage unnecessary contacts into the department.
• Proactively manage the Duty Manager in box.
• Update all exceptions into the department.
• Adherence to scheduled reports.
• Manage all IT issues by following the IT incident process.
• Build relationships with relevant stakeholders.
• Optimise the allocation of resources to achieve SLA and customer satisfaction.
• Monitor and adjust schedules to ensure the effective use of personal and other resources.
• Track and report on scheduling metrics.
• Knowledge, understanding and ability to support ways of working of the offshore contact centre's.

Who you are

• Able to lead, manage and develop colleagues and build effective relationships, to unite, motivate and direct a team towards individual and common objectives.
• Able to demonstrate decision-making skills.
• Ability to organise and plan effectively.
• Commitment to the delivery of excellent customer service.
• Able to communicate in a clear and concise manner both verbally and in writing.
• Possess strong interpersonal and negotiation skills.
• Autonomous, self-starter who will take ownership of a diverse team.
• Be results orientated and profit driven.
• Have a resilient and robust nature.
• Knowledge or willing to learn the complexity of scheduling and intraday management in a multi-skilled, multi-channel operation.
• Highly analytical and numerate.

Everyone's welcome

We are ambitious about the future of retail. We're disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We're transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.

We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don't hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.