Workforce Management Analyst

Workforce Management Analyst Birmingham - Hybrid (2 days per week onsite) 35,000 per annum We're looking for an experienced Workforce Management Analyst to join a busy customer operations environment, taking responsibility for the real-time management of telephony performance, resource and service levels. This is a hands-on WFM role where you'll monitor live contact centre activity, manage queues and agent availability, and make intraday adjustments to ensure customer demand is matched with the right resource. The role Monitoring live telephony performance, call volumes, queues and SLAsManaging agent skills and call routing to ensure effective coverageMaking real-time/intraday adjustments to shifts, breaks and agent availabilityMonitoring service levels, abandonment rates and operational performanceIdentifying emerging service risks and taking appropriate corrective actionWorking closely with Team Leaders and Operational Managers to manage changing demandProviding clear performance and staffing updates to key stakeholdersSupporting improvements to workforce management processes and telephony operations What we're looking for We're keen to speak with people who have experience within Workforce Management, Real-Time Analysis, Intraday Management or Contact Centre Resource Planning. You'll ideally have: Previous experience within a contact centre or telephony environmentStrong knowledge of real-time workforce management and queue managementExperience monitoring and managing contact centre SLAsUnderstanding of agent scheduling, adherence, skills and intraday resource managementStrong analytical and problem-solving skillsConfidence working with live operational data and making quick decisionsExperience with WFM, telephony and performance reporting platformsECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy.