Service Analyst, Workforce Management

ABOUT THE ROLE We're seeking a skilled Service Analyst to join our Workforce Management Team, playing a crucial role in optimising service delivery and ensuring efficient staffing for customer operations within a specific domain. As a key member of our team, you'll be responsible for analysing datasets, identifying trends, and collaborating to maintain high service levels. Your proactive approach and adaptability to change will be essential in enhancing operational efficiency and customer satisfaction within your domain. WHAT YOU'LL DO As a Service Analyst, you'll provide critical support to our customer operations by: - Analysing datasets specific to your domain, identifying patterns and trends related to service performance - Proactively identifying trends that might affect performance in your domain - Working within your allocated domain to continuously strive for improved SLAs and identifying seasonality trends that might affect performance - Regularly evaluating service processes and making adjustments and enhancements to improve results - Collaborating with Operations, Product, Risk teams, Change partners, and domain analysts to deliver accurate service insights and support - Managing task views, routing, and short-term Verint changes to ensure work is directed to the right person at the right time - Conducting deep dives to identify issues between supply/demand at all intervals and skilling gaps where your domain is misaligned with the operation - Assessing the service impact of proposals and changes due to be implemented in your domain - Raising and responding to incidents when required, providing regular updates and escalating if and when required WHAT YOU'LL NEED To be successful in this role, you'll need: - A solid background in workforce management, with hands-on experience supporting operational teams and improving performance - A deep understanding of service quality and the key drivers that contribute to delivering great customer experiences - Proficiency in Google Sheets/Excel and Looker, with the ability to create insightful visualisations and reports to support domain-specific decision-making - Experience working with both live and historical data to identify trends, investigate issues, and clearly communicate insights to stakeholders - The ability to assess situations with broad customer impact and make informed, risk-aware decisions under pressure - Excellent communication skills, both in writing and during calls or virtual meetings - The ability to make and receive calls with colleagues and stakeholders WHY REMOTE This role is available as a remote position, allowing you to work from anywhere in the UK. You'll have a condensed four-day working week (37.50 hours) with a flexible start time between 6am-8am. You'll also work a 5-week rotation, with one weekend in five (Saturday and Sunday, 8am-7pm). BENEFITS This role comes with a competitive salary of £32,900 - £42,000, plus benefits.