Eckoh is a market leader of Customer Engagement Security Solutions, supporting an international client base from our offices in the U.S. and the U.K. Our mission is to set the standard for secure interactions between consumers and the world’s leading brands. Our innovative products build trust and deliver value through exceptional experiences. Our large portfolio of clients, which includes many of the Fortune 250, come from a broad range of vertical markets including healthcare, retail, hospitality, financial services, and utilities.

The Role:

We are seeking a diligent and enthusiastic Resource Planning & Data Analyst to join our Contact Centre team. You will take ownership in ensuring the achievement of the Contact Centre SLAs to clients and operational KPIs through creation and management of long-range and short-term forecasts. As well as manage our team scheduling via our Workforce Management software (WFM). Utilising a number of reporting platforms, you will produce and analyse data on departmental performance, individual team member statistics, as well as client and product performance metrics. The ideal candidate will have experience of resource planning and data analysis within a Contact Centre environment, as well as experience utilising some reporting platforms. Key stakeholders in the role include (UK) Clients and customers, Contact Centre Management Team, HR, Account Managers and Information Services Team.

Key Functional Responsibilities:

Service Delivery

• Take primary responsibility for the achievement of departmental SLAs via all channels, monitoring these and reporting to the wider team.
• Provide operational support, training and coaching to the wider management team.
• Maintain oversight of service affecting issues to ensure minimal impact, acting as an escalation point for major issues, and escalating urgent issues to the Contact Centre Manager.
• Complete detailed handovers to wider management team during shift changeovers, highlighting specific events, ongoing projects or requirements and any required action.

Scheduling and Forecasting

• Produce weekly schedules for a team of Customer Advisors in a multi-skilled, multi-channel environment, within budgetary guidelines and in a timely manner.
• Manage and review holiday requests in a timely manner.
• Manage employee availability and contract type changes to maintain a consistent level of staffing.
• Monitor Recruitment plans and training requirements.
• Complete weekly Forecasting and scheduling summaries for our clients and the wider team.
• Maintain ongoing review of published schedules, managing service impacting changes and finding resolutions.
• Maintain awareness of client business changes that may impact contact volumes.
• Ensure all service impacting events are recorded, understood and logged to inform future forecasts.
• Maintain long term capacity plans to understand future requirements and inform recruitment and training strategy.

Reporting, Management Information (MI) & Analysis

• Create, produce and analyse reports and dashboards, providing commentary, where required, for various purposes.
• Use WFM and MI systems to analyse real-time statistics and make suggestions to better manage the workforce and ensure continuous improvement of departmental processes.
• Liaise with Information Systems team for complex requirements and client-facing reporting.
• Assist in Data Analysis as required within the wider business’ product set.
• Carry out ad hoc project work.

Person Profile & Behavioral essentials:

• High level of accuracy and attention to detail.
• Ability to work to tight deadlines, in a fast-paced and ever-changing environment.
• Good organisational and time management skills with the ability to multi-task and prioritise.
• Excellent communication, both verbal and in written form, with colleagues at all levels and in all situations.
• Ability to interpret and assess performance metrics and use to influence behavior across the wider team.
• Proactive and decisive, able to complete tasks using initiative.
• Positive, can-do attitude with a willingness to embrace change.

Desired skills and qualifications:

• Advanced use of Microsoft Excel and experience of data manipulation (Power Query and SQL knowledge advantageous)
• Great analytical skills, working with large volumes of data
• Experience working with Workforce Management systems
• Able to produce short, mid and long-term capacity plans
• Familiar with Business Objects, Domo, Tableau, Injixo WFM, Avaya AACC and/or Ring Central (advantageous)

Our culture:

At Eckoh we value creativity, collaboration and innovation and look forward to welcoming a new team member who shares these values.

Our values sit at the heart of the culture at Eckoh:

We encourage and support everyone to grow with Eckoh.

We challenge , listen, and are open minded to change and suggestions from others.

As trusted advisors, we use our knowledge to solve challenges and deliver the best for our clients.

We take personal ownership to strive for excellence in whatever we do .

We are welcoming, embrace diversity and respect each other in a spirit of true humanity.

Our Vision:

We care about making the world secure and we believe everyone should be able to trust every brand and engage without risk.

Our Benefits:

• 33 days annual leave pro-rata (including bank holidays), increasing with tenure, plus an extra day off to celebrate your birthday
• Employee Assistance Program
• Life Insurance scheme
• Pension
• Referral bounty program
• Regular company and team events
• Health and wellbeing programmes
• Hybrid working
• Discretionary annual bonus
• Employee recognition scheme with cash prize
• Learning and development opportunities
• Access to discounted BUPA private healthcare

Join Us!

Eckoh is full of friendly, energetic, innovative, and creative individuals, who are proud to be a part of our unique success story.

So, if you want to join a fantastic team, dedicated to delivering a world class service to enterprise level clients, then you should consider working here at Eckoh.

Job Types: Full-time, Permanent

Pay: From £32,000.00 per year

Additional pay:

• Bonus scheme

Benefits:

• Additional leave
• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Free flu jabs
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Referral programme
• Sick pay
• Work from home

Schedule:

• Flexitime
• Monday to Friday

Work Location: Remote