1 of 1 Data Analysis Jobs in Conwy

agent) schedules in advance, while also managing real-time performance throughout the day for a multi-channel call centre . Its a great opportunity for someone who enjoys both data and decision-making, and whos confident working across teams to make sure our customers get the support they need, when they need it. Key Responsibilities: Scheduling Responsibilities: Build and … support headcount planning and resourcing needs. Monitor long-term shrinkage and make proactive adjustments to schedules to maintain efficiency. Look for ways to improve scheduling accuracy and fairness, using data and feedback from our teams. Intraday Management Responsibilities: Monitor real-time performance metrics such as queue times, service levels, and adherence. React swiftly to changes in volume or staffing … WFM metrics (e.g. adherence, occupancy, shrinkage, service levels). Familiarity with WFM tools such as Calabrio, NICE IEX, Verint, Genesys Cloud, or similar platforms. Comfortable working with real-time data and making quick, informed decisions. Strong analytical and problem-solving skills, with proficiency in data analysis tools. Excellent communication and stakeholder management skills. Good working knowledge of More ❯