Real Time & WFM Analyst
M&G plc
1d ago

At M&G our vision is : to become the best loved and most successful savings and investment business and we’re looking for people who are excited about joining us on our journey.

We’re digitally transforming and investing heavily in technology and innovation to develop new and improved customer propositions that really raise the bar for our customers.

  • To help us achieve our vision we’re looking for exceptional people who live our values and behaviours and who can inspire others;
  • embrace change; deliver results and keep it simple.

    We know that an inclusive environment makes us more accessible and ensures we attract, engage, promote and retain exceptional people.

    We welcome applications from all individuals regardless of age, gender / gender identity, sexual orientation, ethnicity / nationality, disability, or military service and welcome those who have taken career breaks.

    We will consider flexible working arrangements or home working arrangements for any of our roles.

    What you can expect from us :

    We are committed to creating an environment where you can be exceptional at all you do. To help us deliver this, we promise to :

  • Challenge Your Limits by creating a stimulating working environment and providing opportunities for you to be involved in meaningful and challenging work
  • Support Your Aspirations with a commitment to learning and development that helps you achieve and build your experience with people who want you to succeed
  • Value Your Input whereby leaders and managers will involve you in key decisions, listen to your thoughts and recognise the important contribution you make
  • Balance Your Life through a work life partnership that focuses on making this an inclusive, diverse and friendly place to work and offers the flexibility and support that enables everyone to be at their best
  • How do we support our employees :

    All M&G plc employees will be supported in the workplace through our M&G Employee Assistance Programme (EAP). If you need counselling, confidential financial or legal advice.

    The service is available 24 hours a day, 365 days a year and offers access to qualified professionals who can provide specialist information, advice and support on many issues.

    It offers a broad range of services, including help with family issues, maintaining work / life balance and mental health support.

    Role Context :

    Working directly within the Customer Services space with SDM in a WFM capacity. Helping plan real time telephony needs and schedule all activity sitting around this such as holidays / training.

    Managing real time requirements.

    Core Responsibilities

  • Producing long and short-term forecast of call demands and volumes
  • Producing and updating schedules for employees
  • Coordinating of real-time activities to ensure appropriate Agent coverage
  • Producing reports to show overall telephony performance
  • This role will also...

  • Coordinate holiday, training, coaching, project SME and flex working requests
  • Monitor real time telephony MI, wrap status etc (ie. against WFM tool plan)
  • Possible Additional Responsibilities :

  • Conducting regular planning meetings with operational leaders
  • Keeping everybody up to date with any upcoming plans or challenges or risks to service levels
  • Work Level Accountabilities :

    Experienced Colleague :

  • Accountable for providing a quality service or product to customers and stakeholders, using skills / experience built through significant practical experience or training.
  • Works within established frameworks and procedures, with the freedom to interpret them to solve a range of problems, and where possible identify synergies and efficiencies in process.
  • Delivers outputs that are clearly defined, using discretion over how to achieve them.
  • Makes suggestions for improvements to the work of the team, based on previous experience and knowledge of similar situations.
  • Problem solving may be a key part of the role, but problems are concrete, likely to have been seen before and with precedent to help resolve them, unfamiliar problems are passed up to Manager.
  • Networking with colleagues in team and peers in business area.
  • Skills Required :

  • Experience with Excel or a workforce planning tool of some description and a good administrator
  • An awareness of potential causes and impacts on day-to-day service levels.
  • Good stakeholder management skills to ensure that effective planning is delivered correctly
  • Experience Required :

  • A background in customer service and contact centres is desired for this sort of role, and Resource Planning Analysts have often previously worked on the phones themselves
  • Advanced Excel training and qualifications in mathematics or statistical-related subjects may be beneficial but not essential
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