Workforce Planning & Business Analyst

• Work with the team to develop business cases and functional requirements specifications for labs BI development, helping to automate basic processes
• Develop a series of process maps linked to outcomes and work with the various partners to automate tasks that are currently manual
• Work with wider CS teams to deliver a predictive model on self-service and forecasted escalations, using all customer insights to drive the initiatives required to process improvement
• Produce insight reports using inferential statistics and turn them into dashboards providing executive level information to Z level stakeholders
• Work with the various outsource partners to develop a plan to reduce contacts, reduce repeats, automate some contact types and drive-up contact deflection rates
• Work with the WFM manager and other teams to develop several reports that provide insight into customer behaviour and help to support the development of the future forecast and head count plan
• Analyse historical data and current call and chat volumes to accurately forecast staffing requirements and schedule adherence
• Monitor real-time performance metrics, making timely adjustments to staffing levels and schedules to ensure operational efficiency and meet service level targets
• Collaborate proactively with operations leadership to develop robust staffing plans aligned with strategic business objectives
• Ability to organise and prioritise projects in a fast-paced and deadline-oriented business environment

• BA or BSc or equivalent qualification
• Project management qualification or some equivalent standard
• Some experience of Workforce Planning and Business Analysis
• At least a year experience in Data Insights & Reporting preferred
• Advanced Microsoft Office skills, particularly in Excel for data analysis and experience in building reports from scratch on reporting tools such as Power BI, Tableau
• Exceptional analytical skills with the ability to interpret complex datasets and large volumes of data
• Strong analytical skills and ability to interpret data to drive decision-making
• Excellent organisational and time management abilities
• Self-starter and resilient individual who excels in a fast-paced environment
• Experience of working in an agile, fast-paced consumer centric ecommerce environment
• Familiar with Customer Support is an advantage
• Very strong stakeholder management skills, a strong communicator both verbal and written
• Strong process focus and attention to detail, good at reporting and ability to react/adapt to the changing business needs

Familiar with Customer Support is an advantage

• Competitive salary
• Discounted and unlimited travel to over 250 destinations
• Defined Contribution Pension Scheme
• Death in Service Benefit – Up to 2 times of annual basic salary
• 20 Days Annual Leave – Increasing to 22 days after 12 months and 25 days after 3 years of continuous service
• Option for up to 5 additional unpaid leave days per year
• Cycle 2 Work Scheme
• Unrivalled career progression