Workflow Analyst Contact Centre Operations

Are you looking for your next career opportunity in real time or workflow analysis within a busy contact centre environment

Here at Chase the Workforce Planning team provide workforce products technologies scheduling forecasting and real time support for our Contact and Back-Office Centres.

As a Workflow Analyst - Contact Centre Operations within our Daily Banking Fraud and Banking Operations Departments you will be responsible for the real time monitoring and day-to-day service levels across back-office workloads.

Job Responsibilities:

• Oversee case allocation across business journeys for efficient distribution and handling.
• Analyse back-office case work and manage resources to meet service levels.
• Ensure adherence to service level agreements and manage disruptions.
• Provide Tier 1 troubleshooting for business interruptions and escalate issues as needed.
• Facilitate daily status calls with stakeholders to update on performance and address concerns.
• Serve as a liaison between teams for alignment and informed decision-making.
• Contribute to strategic planning with insights and recommendations for continuous improvement.
• Communicate and implement changes with call center management.
• Complete real-time segment entry and analyse incoming requests to uphold service standards.
• Maintain and adjust real-time schedules using Workforce Management (WFM) tools

Required qualifications capabilities and skills

• Knowledge of Banking Operations or Fraud Call Centre Operations and Contact Centre Metrics
• Strength in quantitative analysis critical thinking problem solving and innovation
• Highly detail oriented ability to work on multiple projects/tasks simultaneously manage time and prioritize to complete a project/task
• Comfortable with a fluid business environment changing job priorities and working with colleagues and stakeholders at all levels both within and outside the organisation
• Ability to work in a consistently fast-paced high-volume environment with the ability to work independently and in a group
• High proficiency in Microsoft Office products (Excel Work PowerPoint etc.)
• Excellent written and oral communication skills

Preferred qualifications capabilities and skills

• Proficiency with Workforce Management scheduling software or equivalent
• Experience with Back office in day work allocation
• Strong collaboration communication and presentation skills
• Basic knowledge and understanding of Workforce Planning platforms and practices both internal and cross-business

This is a shift based role. The shift rota times are scheduled between 0700 and 1700 Monday-Friday.

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