Workforce Management Analyst

This thriving global business in the wellness space are looking for a Workforce Management Analyst to join them. You would be owning all things related to contact centre staffing, and will be responsible for the creation, maintenance, analysis, and delivery of contact centre staffing.

Workforce Management Analyst- What will I be doing?

• You would be owning all things related to contact centre staffing, and will be responsible for the creation, maintenance, analysis, and delivery of contact centre staffing
• You will be accountable for consistently reviewing data to provide insight and develop strategies to optimize contact centre staffing.
• You will provide recommendations for staffing adjustments to meet business objectives, identify trends in scheduling needs and provide recommendations for improvement.
• Provide staffing requirements for multiple campaigns, with a mix of cross-skilled and single skilled service advisors
• Prepare and distribute daily, weekly, monthly, quarterly, and yearly reports with analysis of contact centre schedules wins and losses, along with any recommendation for improvement

Workforce Management Analyst - What experience do I need?

• Ideally you will be degree educated and it is essential that you have solid experience of Contact Centre scheduling.
• You will have excellent communication skills (both written and spoken).
• An additional fluent European language would be advantageous. *
• Strong IT skills. Comprehensive and advanced Excel skills knowledge (pivot tables, V & H look ups and macros)
• Advance knowledge of call centre terminology and technology, including previous experience in data mining from ACD, WFM and CRM platforms (Avaya CMS, Cisco, Calario, Verint, inContact, Five9, Virtual Observer etc.)

Workforce Management Analyst - Additional Information
This role is paying competitively and comes with an extraordinary set of employee benefits too - these include very generous pension scheme, Private healthcare insurance,, Private dental insurance, ability to accrue up to 27 days holiday plus bank holidays, subsidised gym membership, annual bonus and more !

Lead Application Developer

This is a rare opportunity to join a leading business in their field as they bring in-house their digital capability and build a team. You will be working remotely with flexibility and joining at the start of this chapter as a Lead Application Developer.

Lead Application Developer - What Will I be doing?

• You will be working alongside experienced developers from an external agency before they become 100% in house.
• You will be involved in the full process from refining requirements, design, develop, document and deploy solutions.
• The first project you will be working on is the re-platforming of their WCMS on a Headless solution together with building an award-winning website.
• You will have the opportunity to set up and define content modelling schemas and be the owner of the code base.
• You will be advising on further opportunities to improve their Marketing Technology 

Lead Application Developer - What experience do I need?

• It is essential that as well as the technical experience you have worked collaboratively with other leaders in a business presenting ideas and systems regularly
• Experience with Node.js as well as cloud infrastructure knowledge is essential.
• DevOps understanding.
• Preferably you will have experience with Azure Cloud, Graph QL and Headless CMS.
• building projects in a cloud based environment would also be beneficial
• Scrum methodology.

Lead Application Developer - What else do I need to know?

This is a very flexible team - you will be working a 35 hour week but there is some flexibility on how this can be managed.The company is currently operating fully remotely with a plan to gradually return to new offices near Gatwick Airport. There is a great deal of flexibility going forward with the possibility of the role requiring you to be in the office once or twice a month but equally they could accommodate office work 1 - 2 days a week if required. The business have a real family feel and offer a good flexible benefits scheme to include 22 days holiday, good pension scheme, private medical insurance.