Description
Workforce Analyst - Banking - Leeds - £pdOur client, an investment bank, are currently looking for a Workforce Analyst to work in their Leeds office, on a long-term contract basis.
Previous experience would be a benefit in resource planning using a Workforce Management tool , preferably IEX Totalview or Aspect eWFM
Ability to provide the best fit schedules for multi skilled telephony analysts (agents) to forecasted resource requirements by 30 minute intervals to deliver customer service levels
Demonstrate experience in planning shrinkage activities ( Holiday, Training, development time, 1-2-1s, team meetings, etc) at appropriate times in the days/weeks/month ahead to maintain shrinkage thresholds (in line with short and long term plans) with minimal impact to our customers
Ability to analyse and identify any potential resource gaps / shrinkage planning issues before they occur and make the necessary recommendations to improve resources e.g. shift patterns, optimisation, reducing shrinkage would be an advantage
Good MS office skills - specifically in Excel
If you are interested and meet the above requirements please send me your latest C.V and I'll call you to discuss in further detail.