​Workflow Data Analyst - INSIDE IR35 - Fully Remote - 3/4 Months - IMMEDIATE START - Negotiable Rate

We have an excellent opportunity for the right candidate to drive the data analysis, outline the variances in performance levels and support the production, communication and implementation of service level action plans; be a CRITICAL DECISION MAKER. The data YOU would collate will impact staffing levels against scheduled plans to efficiently handle incoming work units to enable this award winning client, to provide the best service possible to their customers!

Daily Responsibilities:

• On-going generation and creation of reporting.

• Work with operational and support teams to optimally plan non-productive time (NPT).

• Performing updates and acting as an SME on workflow tools.

• Develop relationships with leadership and workflow/headcount partners to include sharing standard methodologies.

• Work closely with leadership to identify “hot spots” and take appropriate actions to minimize any impacts.

• Evaluate and implement opportunities for improving workflow processes and automation of processes.

• Ensures the Customer Services Operation service levels and KPI’s are delivered.

• Monitor adherence to Customer Service productivity and SLA.

• Maintain accurate local workforce management data.

Skills Needed:

Ideally you'll have experience within a role where you deliver workflow analysis and data in a high volume contact centre setting and will be confident taking care of ambiguity to tackle service level problems and the challenges of minute-to-minute changes. Ideally from a utilities, broadband or energy provision background, the perfect candidate NEEDS to be dynamic and and focused.

• MS Office - Excel is a MUST

• Confident Decision Maker

• Proven Mathematical and Analytical Background

• Data Warehouse & SQL Knowledge