EU CS Local Workflow Analyst

Job description

DESCRIPTION

Reporting directly to the EU CS Local Workflow Team Manager, the EU CS Local Workflow Analyst is responsible for supporting the performance of the EU network specifically in regards to local workflow management. The EU CS Local Workflow Analyst is primarily responsible for creating and maintaining schedules for Customer Service Associates (CSA) to enable the achievement of service level and productivity goals for their network. The EU CS Local Workflow Analyst will collaborate with key business partners and CSAs to identify opportunities for improvement of workforce utilisation and service levels. The successful candidate will be a creative and analytical problem solver, who is comfortable in a fast-paced, multi-tasked, high-energy environment. They will be able to demonstrate a history of commitment to exceptional customer experience, a high level of dedication, enthusiasm, and motivation.

This primary focus of this role is supporting UK Workflow team and the role is based in ORK1, EDI3, or VCC.

· Primary local administrator of the EU workflow tools including the ACD system.
· Build, coordinate, and accurately maintain CSA schedules, ensuring that shifts are optimally planned to meet the sites short term forecast requirements whilst taking into account the CSAs' preferences, working hours and vacation requests.
· Analyses 30 minute interval level schedules against workload requirements to identify the optimum times to plan CSA non-productive activity.
· Communicates daily with Real Time Analysts (RTA), Capacity Planning Manager (CPM) and Local Operations teams regarding schedules. This includes but is not limited to discussing scheduling shortages, shift changes, and soliciting overtime to fill scheduling shortfalls. Makes recommendations to change shifts to improve service levels.
· Monitoring actual staffing levels against plan, co-ordinating with the EU CS RTAs and CPMs and taking the relevant corrective actions as required.
· Analyzing and reporting on deviations to the short term plan for the assigned site.
· Monitor adherence to AHT (Average Handling Time) and CSA productivity and escalate any areas for development or recognition
· Maintains accurate local workforce management data.
· Communicate and support the fulfillment of VACA, VTO and OT for assigned site.
· Ensure accurate recording and reporting of shrinkage (Sickness, VTO, Overtime and Holidays) in the Workflow Tool.
· Maintain CSA skills matrix for assigned site.
· Management of CSA profiles in the ACD system and escalating any issues to CPM
· Tracking system and process down and reporting on trends and lost time
· Ensures the EU CS WF team service levels (EU WF inbox and tickets) are delivered.
· Leads regular local workflow meetings with Operations team.
· Communicates and interfaces effectively with Operations and Support functions to provide internal customers with information/data needs in a timely manner.
· Evaluates and implements opportunities for improving workflow processes and automation of processes. Works in partnership with the EU and business wide Capacity Planning team to build strong relationships and drive process improvement and consistency.

Desired profile

BASIC QUALIFICATIONS

· High level of computer literacy with advanced Excel skills. SQL experience preferable but not essential
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· Excellent written and verbal skills.
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· Excellent numeracy skills.
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· Excellent listening skills.
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· Ability to provide sound advice and effective communications, creating and delivering the right messages to the right audiences in the right way at the right time.
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· Ability to build and maintain effective working relationships with a range of people at all levels in the organisation, often in virtual teams spread across multiple time zones.
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· Excellent planning, organisational and time management skills with the ability to deal with multiple demands on time.
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· Strong analytical, investigative and problem solving skills.
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· Strong teamwork skills in conjunction with utilising your own initiative.
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· Strong bias for action and ability to prioritise with a hands-on attitude.
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· Enthusiasm for continuous improvement and change.
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· Innovative and creative in finding solutions/ designing improved methods, systems and processes.
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· Attention to detail and high capability for data mining and analytical work.