2 of 2 WFM Jobs in Staffordshire

You’ll be the go-to expert for all things Contact Centre data – identifying trends, tracking performance, and recommending improvements across: Operational efficiency Contact volume & traffic Agent productivity & performance Workforce management metrics 📈 Key Responsibilities: Analyse data across CRM, telephony, chatbot, and email to provide actionable insights Ensure data quality, completeness, and frequency is on point Work with BI, Tech, QA … and Workforce Management teams to deliver value from data Help drive self-service enablement across the contact centre Manage and develop a team of 3 Analysts (prior management experience ideal, but strong Senior Analysts ready to step up are welcome) 🧠 What You’ll Need: Experience in a high-volume contact centre (thousands of agents/hundreds of thousands of touchpoints More ❯

of autonomy to shape how data is used to drive decision-making and improve performance. Managing a team of 3 analysts, you’ll work closely with stakeholders across Operations, Workforce Management, Digital, Tech, and QA to ensure the right metrics are being tracked, data is accurate, and insights are driving tangible improvements. The contact centre is significant in scale, with … weekly customer touchpoints – so experience working in large-scale contact centre environments is essential. Your remit will be focused around Operational Efficiency, Contact Volume Analysis, Agent Performance Reporting & Workforce Management Support. You will be responsible for consolidating data from multiple sources, including CRM (Zendesk), telephony, chatbot & mail. Your team will support the wider business in moving towards self-serve analytics More ❯