of customer contact data, turning insights into actionable strategies that enhance customer experience and improve operational efficiency. Your expertise in data analysis, WorkforceManagement (WFM) and Customer Relationship Management (CRM) systems will support process optimisation and inform decision-making across the Business. As a leader, you will manage and develop … experience in leading and developing teams, fostering a collaborative and high-performance culture. Data analysis expertise, particularly in customer service or contact centre environments. WFM and CRM knowledge, including systems such as NICE and Zendesk, to optimise Business operations. Advanced Microsoft Office skills, especially Excel for data manipulation, reporting and … alignment with business objectives. Managing the analysis of customer contact data, deriving insights to influence strategic decisions and business improvements. Overseeing the application of WFM and CRM system knowledge to optimise resource allocation and customer relationship management. Creating and presenting clear, actionable reports to senior leadership and cross-functional teams. More ❯
Our leading client had an exciting new postion for a Workforce Analyst. As a WorkforceManagement Analyst, you will be responsible for the models and processes that determine how many labour hours each of their sites needs. You will work closely with the WorkforceManagement Partners to define and deliver … determine how many labour hours their sites need, including maintaining accurate inputs, managing and updating model assumptions, changing code, and validating outputs. Collaborate with WorkforceManagement Partners to ensure system configuration and workload rules are accurate and up-to-date, diagnosing and resolving any issues. Play a critical role in More ❯
to our client's high-performance team. This position is responsible for the maintenance, development, and configuration of the bank's voice recording (Verint WorkforceManagement V.15) platform, hosted within the bank's environment. The position will work as instructed by the client and directly interface with internal support teams … development, and implementation of components and framework of data migration components. Provide Level 3 Support across Incident, Change and Problem management for the Verint WorkforceManagement platform (V.15). Act as regional SME/Escalation point for Support operations, working as instructed whilst reporting into the client's regional lead. … architectural alignment. Provide assistance and advanced troubleshooting, diagnosis, resolutions of service related faults and application of recommend product fixes where appropriate on the Verint WorkforceManagement platform. Capture and Analysis of V.15 System logs and alarms, provide training & development for Level 1 & 2 engineers across Incident and Change management. Set More ❯