At a Glance
- Tasks: Monitor live queues and execute intraday adjustments to optimise staffing.
- Company: Join a dynamic Support Services team for a large Customer Operations department in Cardiff.
- Benefits: Hybrid working model with 3 days in the office after initial training period.
- Other info: Initial 6-12 weeks require full-time office attendance for training.
- Why this job: Be part of a crucial team ensuring operational efficiency for over 300 customer service staff.
- Qualifications: Experience with telephony platforms and workforce management tools like Verint is desirable.
The predicted salary is between 30000 - 40000 £ per year.
Requirements
- Experience within a Resource Planning Team with prior use of Telephony Platforms and Workforce Management tools (Verint experience is desirable)
- Experience of supporting “live performance” within a contact centre environment
- Proficient in using Excel / Google Sheets to analyse data and produce MI / Performance reports
- Ability to provide clear insights and feedback to improve operational efficiency
- Strong communication skills and the ability to share findings and collaborate with teams effectively
- Even if you don’t have all of the necessary skills, we still encourage you to apply
What the job involves
Cardiff | Hybrid - 3 days a week in the office. The first 6-12 weeks will be 5 days a week in the office while you get set in your new role.
Our Support Services team are the back office operations for all of our Customer Operations team (300+ people). It’s where all of the planning and analysis happens to make sure we have the right people in the right place at the right time for our customers to give them the help they need.
Real-Time Management (Reactive & Intraday)
- Monitor Live Queues: Track real-time contact volumes, handle times, and service level metrics across all channels
- Execute Intraday Adjustments: Dynamically move staff, adjust break times, and open/close skill sets to mitigate service drops
- Manage Ad-Hoc Sickness: Log unplanned absences on the day and immediately re-forecast staff requirements
Scheduling & Planning (Proactive)
- Generate Schedules: Create and distribute baseline schedules, shifts, and patterns aligned with requirements
- Optimise Resources: Balance breaks, lunches, meetings, training, and 1-to-1 sessions against the intraday curve
- Manage Shrinkage: Process and approve annual leave, sickness, and offline activities against maximum shrinkage thresholds
- Maintain Database: Ensure accurate employee profile mapping, working hours, skills and proficiencies within the WFM software
Reporting & Analysis
- Performance Reviews: Deliver daily, weekly, and monthly reports comparing scheduled plans against actual delivery
- Identify Trends: Call out schedule non-adherence patterns and behaviour issues to operational team leaders
- Root Cause Analysis: Explain missed SLA targets due to unexpected volume spikes or high offline time
Workforce Management Analyst (WFM) in Cardiff employer: Capital on Tap
This role is based in Cardiff, where you will support a 300+ strong Customer Operations team. Enjoy a hybrid work model and contribute to enhancing operational efficiency through data analysis and real-time management.
