At a Glance
- Tasks: Oversee call centre operations and optimise staffing for peak performance.
- Company: Join Argyle Satellite, Wirral's top taxi service provider.
- Benefits: Competitive salary, hands-on experience, and a dynamic work environment.
- Other info: Great opportunity for career growth in a supportive team.
- Why this job: Make a real impact on customer satisfaction and operational efficiency.
- Qualifications: 3-5 years in a contact centre with strong analytical skills.
The predicted salary is between 28000 - 30000 £ per year.
*Company Overview*
Argyle Satellite is Wirral's premier taxi service provider, dedicated to making journey bookings simple and efficient.
We value reliability, customer satisfaction, and innovative solutions to meet transportation needs. *Summary*
To oversee both real-time operational performance and medium-to-long-term workforce planning, ensuring the business has the right resources in place to meet current and future demand.
The role is responsible for optimising staffing availability across all channels while developing forecasting models, capacity plans, and recruitment requirements to protect service levels, customer experience, and operational efficiency.
- *Responsibilities*
- Maintain and update schedules in the Workforce Management (WFM) systems throughout the day to ensure an accurate, live view of staffing and availability.
- Monitor real-time oversight of all queues and staffing, ensuring schedules, adherence and procedures are followed.
- Perform real-time and regular quality checks to ensure accuracy and consistency.
- Manage and maintain queues, skills and real-time schedule adherence; identify and address non-adherence and incorrect code usage, following up with staff and escalating as required.
- Spot emerging issues early and lead the initial response, escalating or resolving quickly to protect SLAs and customer impact.
- Provide impact analysis for outages, staffing shortages and other unplanned events.
- Provide reporting on shrinkage and adherence as part of BAU activities.
- Provide guidance and support for staff when it comes to process and management of scheduling related activities.
- Supports with wider Call Centre shift coverage, stepping into other duties when required to maintain day-to-day delivery.
- Build and maintain forecasting models across intraday, daily, and weekly timeframes to ensure an accurate understanding of demand patterns and profile changes.
- Develop and continuously refine capacity and resource plans, ensuring alignment between forecast demand, service level targets, and available staffing.
- Ensure data integrity within forecasting processes by identifying and removing anomalies, correcting historical data discrepancies, and maintaining consistent data inputs.
- Translate forecast outputs into clear and actionable recruitment requirements, including headcount planning, shift profiling, and attrition assumptions.
- Analyse trends, seasonality, and performance variances, providing insight into gaps between planned and actual outcomes, and recommending corrective actions.
- Work closely with Real Time and operational teams to incorporate on-the-day trends and learnings into future forecasts and scheduling improvements.
- *Essential:*
- Minimum 3–5 years’ experience in a contact centre environment, with exposure to real-time operations and/or resource planning activities.
- Strong understanding of contact centre operations, demand drivers and planning principles.
- Proficient in Microsoft 365 products including Excel, Outlook, Word and Power BI.
- Experience with call routing platforms (e. g. Voice+, Phantom, NICE or similar) and IVR solutions.
Confident analysing real-time and historical data, identifying trends, risks and opportunities, and translating insight into clear actions.
Work Location: In person
Workforce Analyst (Call Centre) in Birkenhead employer: Com cab
At Argyle Satellite, we pride ourselves on being Wirral's leading taxi service provider, offering a dynamic work environment that fosters innovation and teamwork. As a Workforce Analyst, you'll benefit from a supportive culture that prioritises employee growth and development, alongside competitive pay and the opportunity to make a tangible impact on our operations. Join us in delivering exceptional customer experiences while enjoying the unique advantages of working in a vibrant local community.
StudySmarter Expert Advice🤫
We think this is how you could land Workforce Analyst (Call Centre) in Birkenhead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Com cab. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Com cab before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Workforce Analyst (Call Centre) in Birkenhead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Com cab:Your cover letter is your chance to shine! Tell us why you want to work at Com cab specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Com cab!
How to prepare for a job interview at Com cab
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
