Customer Service & Operations Productivity Analyst

Our people work differently depending on their jobs and needs. From home working to job sharing, visit the to find out more. This role is based in India and as such all normal working days must be carried out in India. Join us as a Customer Service & Operations Productivity Analyst Take on a new role where you'll be driving a customer focused culture, helping us to provide excellent service and continue to enhance our customer experience We'll look to you to create robust resource plans which take account of scheduling, recruitment and demand planning You'll be working closely with resourcing and line managers, allowing you to broaden your network and hone your relationship and stakeholder management skills What you'll do We want to be number one for customer service, and you'll be helping us to achieve this by providing specialist support to facilitate productivity and service improvements. You'll be maintaining a broad understanding of key business objectives and changes, in order to understand their impact on resourcing and scheduling. As part of your role, you'll be identifying opportunities and making recommendations to enhance existing technology. You'll have to opportunity to use your knowledge of existing technology capability to optimise performance and customer experience. Day-to-day, you'll be: Scheduling and planning for a large scale operation, managing real time adherence and delivering strategies for the business Undertaking ongoing robust analysis of workloads to determine anticipated demands and support the building of effective resource plans Utilising existing tools and supporting the development of new tools and models to allocate work efficiently and effectively, ensuring regular reviews to identify any strategic changes which may be required Coaching line managers with best practice on recruitment and how to optimise their resource Working with resourcing to make sure that the working patterns being recruited for match the workload and customer demand model for the channel The skills you'll need You'll