New Service Analyst, Workforce Management, 12 Months Fixed Term Contract

You'll analyse datasets specific to your domain, identifying patterns and trends related to service performance and proactively identify trends that might affect performance within your domain. You'll work within your allocated domain to continuously strive for improved SLAs and identify seasonality trends that might affect performance. Regularly evaluate service processes and make adjustments and enhancements to improve results. You'll work closely with Operations, Product, Risk teams, Change partners, and domain analysts to deliver accurate service insights and support. You will build and maintain good relationships with Team Managers and Operations Managers to ensure they are supported with intra-day needs. You'll also collaborate with WFM Analyst and Forecast Analyst to meet queue specific requirements. You will work with your domain's outsourced real-time teams to align on daily action plans and ensure understanding of performance or volume trends. You will manage task views, routing and short-term Verint changes, ensuring work goes to the right person at the right time. You'll conduct deep dives to identify issues between supply/demand at all intervals and skilling gaps where your domain is misaligned with the operation. You'll assess the service impact of proposals and changes due to be implemented in your domain. You’ll be responsible for raising and responding to incidents when required, providing regular updates and escalating if and when required.