Business Analyst - IEX Total View Expert

AN EXCELLENT OPPORTUNITY has arisen for a WORKFORCE PLANNER (CONTACT CENTRE) to join a GLOBAL LEADER IN TECHNOLOGY WORKING ON MARKET LEADING PROJECTS. Not only is this a truly INNOVATIVE AND CHALLENGING ENVIRONMENT but it is also highly regarded as an excellent work environment offering outstanding CAREER GROWTH OPPORTUNITIES, TRAINING, BONUSES AND BENEFITS. Initially a 12+ MONTH CONTRACT to join this global team based in Sydney with view to extend/go permanent.

KEY RESPONSIBILIES:

- Undertake analysis, research, modelling, forcasting and diagnosis to identify patterns, trends or issues that may need a response.
- Interpret data outcomes to highlight business problems, risks and opportunities. Make recommendations for consideration in the formulation of tactical and operational plans and inituatives.
- Support Team Leaders by montioring the Real Time phone activity.
- Manage the use of overtime in the centre.
- Manage forcasting, rostering and scheduling of all staff within the centre and across phone and incident management activities.
- Develop plans for the centre to manage call and incident management traffic to ensure operational goals including GOS/SLA Response and Restore are met.
- Provide Service Assurance Manager and other key stakeholders with detailed reports and analysis of centre performance data using variation analysis techniques and review of plans for performance improvment.
- Communicate to stakeholders on operational performance and issues impacting the centre.
- Identify and Implement recommendations that will enhance performance.
- Review and implement WebCC and Total View capabilities across the centre to deliver an effective and efficient customer experience.
- Understand CSO goals and strategic drivers and his or her own role in achieving them.
- Effectively translate these into operational activities.
- Clarifies and supports management decisions within the centre. Questions traditional methods and proactively identifies areas for innovation with a view to improvement in key service KPI's.

KEY REQUIREMENTS:

- Minimum of 3 years experience in a Workforce planning position
- Demonstrated analytical ability
- Experience configuring Total View tool
- High level attention to detail
- Strong decision making capability
- Advanced excel skills/similar spreadsheet/data base knowledge
- Experience in a start up Contact centre essential

* MUST HAVE AUSTRALIAN WORKING RIGHTS - PR will be considered.

Excellent long term career opportunity with LATEST TECHNOLOGIES IN THE MARKET! If you are interested in this position please apply below. If you require additional information please contact Katie Peterson (IT Infrastructure - Major Accounts) or call me for professional and confidential assistance.