Workforce Management Analyst

ECS Resource Group; Birmingham; Ibrido; GBP 32.000 - 39.000; Tempo pieno

Descrizione del lavoro

ECS Resource Group is seeking a Workforce Management Analyst in Birmingham on a hybrid basis. The role focuses on real-time management of telephony performance, resource alignment, and service levels to ensure customer demand is matched with the right staffing.

The successful candidate will monitor live activity, adjust shifts and breaks intraday, and work with Team Leaders to maintain coverage and SLA adherence in a busy customer operations environment.

Competenze

• Experience in Workforce Management and real-time analysis.
• Experience with intraday management and queue handling.
• Strong analytical and problem‑solving skills.
• Ability to interpret live operational data and act quickly.

Mansioni

• Monitor live telephony performance, call volumes, queues and SLAs.
• Manage agent skills and call routing for effective coverage.
• Make real-time intraday adjustments to shifts, breaks and availability.
• Monitor service levels and abandonment rates; report performance.
• Identify risks and take corrective action in a timely manner.
• Collaborate with Team Leaders to handle changing demand.
• Provide clear staffing updates to stakeholders.
• Support improvements to WFM processes and telephony operations.

Conoscenze

Real-Time Analysis

Intraday Management

Queue Management

Agent Scheduling

Data Analysis

Strumenti

WFM platforms

Telephony platforms

Descrizione del lavoro

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 SLAs
• Managing agent skills and call routing to ensure effective coverage
• Making real-time/intraday adjustments to shifts, breaks and agent availability
• Monitoring service levels, abandonment rates and operational performance
• Identifying emerging service risks and taking appropriate corrective action
• Working closely with Team Leaders and Operational Managers to manage changing demand
• Providing clear performance and staffing updates to key stakeholders
• Supporting 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 environment
• Strong knowledge of real-time workforce management and queue management
• Experience monitoring and managing contact centre SLAs
• Understanding of agent scheduling, adherence, skills and intraday resource management
• Strong analytical and problem‑solving skills
• Confidence working with live operational data and making quick decisions
• Experience with WFM, telephony and performance reporting platforms