As the Workforce Analyst – Capacity Planning Analyst within the International Consumer – Service Operations Team, you are responsible for creating insightful reporting to share with key stakeholders across all of the relevant capacity and headcount related metrics that that Planning and our operations share a vested interest in. This will involve taking data feeds from various systems and locations and turning the data in to easy to use views that can be used to drive efficiency and increased understanding of our resource make-up.
Duties/Responsibilities:
- Develop a suite of standard reports focused on all relevant capacity related metrics
- Liaise with operational stakeholders to ensure updates are provided in a timely and accurate manner
- Ensure all reports are consistent in look and feel and are accurate at all times
- Ensure headlines are shared with Senior Leaders in a timely manner
- Work closely with recruitment to understand pipeline and delivery versus requirements
- Manage seating plans for all locations, where required
- Manage internal staff list on a daily and weekly basis.
- Work with the other members of the Planning team to ensure all data/reporting requirements are met, internal to the team.
- Ad hoc duties as assigned
Required Skillset/Experience:
- Financial Services Call/Contact Centre experience preferred
- Strong skills in Microsoft Office products (Excel, Work, PowerPoint etc.)
- Excellent written and verbal communication skills
- Strong Experience in business analysis, reporting of business data, problem identification, resolution and root cause analysis
- Ability to partner and work collaboratively with others
- Demonstrated ability to influence people at a variety of levels
