Mon - Fri between the hours of 8am-6pm 37.5 hours per week
Permanent Location: Leeds
The Tactical Analyst role's core responsibility is to manage all the customer contact channels across the Business Unit in Real Time and near real time covering over 2000 front line solvers and 10 million contacts.
You will work with key stakeholders (up to director level) from each area and resource plans, combined with Real Time data to effectively manage customer contact in line with agreed SLA's, mitigating risks where possible.
By understanding the key drivers of customer demand through analysis and insight, the analysts provide Real Time management with appropriate recommendations, contingencies, and impact assessments throughout the Real Time window.
Tactical Analyst responsibilities:
Optimise customer experience through utilisation of available technology, cross skilled resource and the proactive use of the Customer Service playbook across all customer channels. This involves using specialist tools such as Aspect eWFM, Emite, Amazon Connect, IMI, Salesforce, Intradiem and Khoros.
Ensure all solver records are accurate and in line with agreed governance principles and channel routing best practice is adhered to, allowing trained resource to effectively manage customer demand.
Drive channel performance across the business to agreed SLA's to optimise customer experience - Voice, Webchat, Whatsapp and Social Media
Be a key contact for Incident management teams to identify and quickly resolve incidents impacting our ability to deliver customer service.
Pro-actively managing the 10-day tactical window ensuring consistent service in line with agreed SLAs, understanding near term demand drivers, risks or opportunities within this window
Collaborate with cross-functional teams, to optimise customer service delivery and provide feedback to drive improved planning.
Analyse data, provide accurate in-day insight and Tactical Plan reviews to flag any risks or opportunities to key stakeholders (Internal & Outsource Partners). To support recovery actions or resourcing decisions.
Develop and maintain real-time dashboards and reports to provide stakeholders with up-to-date information on key metrics and performance indicators through the Real Time window. These reports should be visually appealing, user-friendly, and accessible in real-time.
What we look for:
Workforce Planning - To identify areas of growth and value-added performance with experience of using Workforce Planning systems.
Channel Management - Constantly assess current and future demand and flex resources to manage and maintain service levels, specifically digital channels.
Review/revise near term demand drivers & investigate any closer range resource movements or utilisation/shrinkage impacts, undertaking Tactical Plan reassessments where required.
Ability to liaise with key stakeholders to manage skill & priority changes, incident responses, workflow management, & customer messaging.
Experience in Aspect WFM, AWS, Genesys, IMI, Intradiem, Sales Force and MS products such as Excel, Teams and Outlook.
Excellent Stakeholder Management & relationship skills are critical.
Strong decision making
Relationship building to develop a network of contacts to support decision making.
Competitive salary and bonus potential
Massive progression opportunities
Company Funded Healthcare Plan
25 days holiday allowance, plus public holidays, and the option to buy up to 5 additional days.
Excellent range of flexible benefits, including technology vouchers, electric car lease scheme & travel insurance