Resource & Performance Analyst (Customer Service Centre)

CSC Resource & Performance Analyst

Department: Customer Service Centre

Salary: £32,714 rising to £36,349 on completion of probation

Location: Frederick Chancellor Building, Chelmsford. (remote working from a suitable environment with good internet connection must be possible due to current Covid-19 home working arrangements)

Contract: Permanent

Working Pattern: Full Time. Monday to Friday

Hours: 40 hours per week

Notting Hill Genesis is one of London''s leading Housing Associations. We provide homes to around 170,000 people in some 65,000 homes in the capital and the south east of England. We are offering a great opportunity for an experienced Resource & Performance Analyst to join our Customer Service Centre based in Chelmsford, Essex. You will provide operational resource planning, report on KPI and help to improve quality standards by supporting the CSC management team to deliver high service standards to our customers across multiple access channels.

As a dynamic analyst the role holder will develop a range of management information (MI) and dashboards that enable continued monitoring of CSC Advisor and team performance and utilisation, allowing for resource to be managed effectively in both a reactive and proactive manner. You will use long/short term forecasting and scheduling of staff to exceed KPI and make recommendations on appropriate resource levels needed and will be responsible for forward planning the recruitment of staff to ensure minimal impact on the service when vacancies arise or as customer demand changes.

Demonstrating attention to detail and precision of data, you will review all pipeline activity across all CSC contact channels including telephone calls, email, live chat, social media and a responsive repairs service. You will identify trends and themes which may impact on our performance and service delivery and work with the Operational Excellence Manager to respond to these demands and reduce the impact on staff and customers.

The role is excitingly varied and is a responsible position that demands a lot of multitasking, prioritising, flexibility, initiative and problem solving. Your experience of managing large data sets, ability to create reports and use of reporting systems, mainly in Excel will be invaluable! Previous experience of working within a contact centre environment and use of data software such as Tableau or Power BI is desirable.

Please provide us with a supporting statement that details how you meet (including examples) the Essential knowledge, experience and skills of the attached role profile. Please focus specifically around your;

Experience of resourcing a busy Customer Service Centre/Contact Centre environment and the demands that come with this
Competence in using Microsoft Excel to a high standard to generate reports for yourself and others.
Constantly planning ahead, demonstrating evidence of analytical skills
Experience of effective team working and your role in helping to improve service standardsAssessment stage will consist of a technical exercise and interview. You will be required to sit an individual technical exercise (testing knowledge of Excel) and then a competency-based interview.

Retinue Solutions is committed to equality in the workplace and is an equal opportunity employer. Retinue Solutions is acting as an Employment Business in relation to this vacancy