Description:
The Integrated Contact Centre (ICC) consists of around 150 members of staff across the UK, Manila and the Far East. Our front-line staff take queries from our customer base of Schools, Colleges, Businesses and Students through phone, email, and live chat, resolving their questions about the administration and delivery of Pearson Qualifications.
Reporting into the Cloud Support Manager, and working alongside our MI Specialist, the Workforce Optimisation Specialist role will ensure that the business meets its key objectives and KPI’s through the optimisation of shift and break patterns, and accurate and adaptive contact forecasting. By understanding the key drivers of customer demand through analysis and insight, the role will provide Real Time management with appropriate recommendations, contingencies, and impact assessments.
Key Responsibilities
- Optimise customer experience through utilisation of available technology, across all contact channels with the use of our contact platforms, Workforce Management, Quality Management and CRM.
- Drive channel performance across the business to agreed SLAs to optimise customer experience - Voice, Webchat, and Social Media.
- Be a key contact for Incident management teams to identify and quickly resolve incidents impacting our ability to deliver customer service.
- Collaborate with cross-functional teams, to optimise customer service delivery and provide feedback to drive improved planning.
- Analyse data, provide accurate insight and flag any risks or opportunities to key stakeholders. To support recovery actions or resourcing decisions.
- Develop and maintain real-time and historical dashboards and reports to provide stakeholders with up-to-date information on key metrics and performance indicators. These reports should be visually appealing, user-friendly, and accessible.
About You
- Proficient in Workforce Planning systems and Management Information reporting for identifying growth areas and enhancing performance.
- Skilled in Channel Management to assess and adapt resources for current and future demand, maintaining service levels.
- Review and revise demand drivers, investigate resource movements, and conduct Tactical Plan reassessments.
- Effective communication with stakeholders for managing skill changes, incident responses, workflow, and customer messaging.
- Expertise in Contact Centre platforms, Workforce Management, and Quality Management.
- Familiarity with AWS and Salesforce, and proficiency in MS products (Excel, Teams, Outlook).
- Strong Stakeholder Management, relationship skills, and decision-making abilities.
- Capable of presenting data effectively.