The role performs in the workforce and operational data analysis by collecting, validating, analysing, and interpreting key metrics such as workload volumes, customer demand, service levels, adherence, and operational performance to support data-driven decision making, workforce optimisation, and service quality outcomes. This role is suited to individuals who enjoy working with data, solving problems, and making informed decisions in a fast-paced operational environment.
Responsible for day-to-day scheduling and live operational management of the Contact Centre, including roster administration, coordination of off-phone activities, real-time performance monitoring, and intraday workforce adjustments to ensure customer demand is effectively met.
Key Responsibilities:
1. Operational Data Analysis
Collect, validate, and analyze operational, customer demand, and workforce data to support scheduling and operational decision-making.
Identify trends, variances, and potential risks from historical and real-time data, providing insights to support workforce optimization and operational performance.
2. Real-Time Data Administrator
Monitor real-time operational performance and analyze variances between actual demand and staffing plans to maintain service targets.
Monitor schedule adherence, manage workforce exceptions, and perform approved intraday adjustments.
Work with Team Leaders and stakeholders to resolve operational issues, provide updates, and complete operational handovers as required.
3. Staffing Needs & Risks Report
Analyse operational data to identify staffing requirements, overtime needs, and service delivery risks.
Escalate significant workload fluctuations, system issues, and operational risks to relevant stakeholders.
4. Reporting & Analytics
Produce and distribute operational, workforce, and performance reports in accordance with established standards.
Immediately raise volume spikes, system issues, and significant service risks with Team Leaders and Contact Centre Leadership, while notifying the Workforce Management Lead.
5. Rostering & Scheduling
Build, maintain, and update rosters and schedules that meet staffing requirements, including shifts, breaks, and approved leave
Schedule and coordinate training, coaching, team meetings, one-on-ones, and other off-phone activities.
6. Systems & Continuous Improvement
Maintain workforce, scheduling, and operational data across Contact Centre and CRM platforms.
Identify and support improvements in processes, reporting, data quality, and operational efficiency.
7. Other reasonable tasks as assigned.
Job requirements:
Bachelor's degree or Associate Degree in Data Analytics, Information Systems, or a related field.
A minimum of 2 year of experience in Workforce Management, Real-Time Analysis, Scheduling, Planning, or a related operational role is required.
Previous experience as a Real-Time Analyst or within a Workforce Management team is highly desirable.
Experience in roster creation, schedule management, and workforce planning is preferred.
Proficiency in Microsoft Excel, including the use of formulas, sorting and filtering data, data validation, data analysis, and report preparation.
Experience with Power BI for data visualization, dashboard development and maintenance, and operational reporting is preferred.
Experience with Workforce Management (WFM) systems is advantageous.
Experience with Amazon Connect, Salesforce, or other Contact Centre platforms is highly regarded.
English B1+ is required. Fluent spoken and written English is required to work in parallel with, communicate clearly, and coordinate effectively with foreigners.
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