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Scheduling Specialist/ Real Time Analyst/ Business Intelligence Analyst, Warwick

Roles: Scheduling Specialist/ Real Time Analyst/ Business Intelligence Analyst
Company: Arvato CRM Solutions
Location: Warwick
Salary: depending on experience

We are looking for experienced Workforce Management staff (Scheduling Specialist/ Real Time Analyst/ Business Intelligence Analyst) to join our Warwick technology park office. This is an exciting opportunity within a global company. You'll be working with a great team of colleagues. We offer you a competitive salary, training, career development and a dynamic working environment. 

Get to know us:

We design, deliver and differentiate customer service on behalf of some of the world’s most respected brands. Arvato CRM Solutions has approximately 45,000 people at more than 100 customer service centres in 27 countries speaking 35 languages. It is a part of Arvato, the world’s third largest business process outsourcing (BPO) provider that provides customer services, supply chain solutions, financial services, and IT solutions, and has total revenues of €3.8 billion (FY2016). Arvato is a division of Bertelsmann.

We are driven by technology, differentiated by experience, and powered by people. We are an equal opportunities employer, embracing diversity in the workplace

What you will do:

  • Produce Standard Business Reports and Dashboards on a Daily / Weekly / Monthly basis
  • Creation and Maintenance of Agent Schedules on a Monthly basis
  • Design, Develop, Maintain and Integrate required Reporting for Areas as needed on an ad-hoc basis
  • On-going Automation where necessary and feasible
  • Provide Support for MS Access / MS SQL Applications (via BI Manager)
  • Providing an effective and accurate Forecasting and Scheduling Service to the business to ensure existing and new staff are scheduled correctly to handle expected call volumes across wide array of departments
  • Capacity planning, real time management.

What experience we need:

  • Understanding of Contact Centre processes and the ability to apply this knowledge to produce high quality reports and dashboards.
  • Good working knowledge of Microsoft SQL Server, including ability to build queries, reports, etc.
  • Microsoft Excel knowledge (2007/10) including VBA, Macros, Pivot Tables, Lookups, etc.
  • Good data handling and organisational skills.
  • Proven troubleshooting, debugging and analytical skills.
  • Previous Workforce Planner Experience and/or knowledge of forecasting, scheduling would be beneficial
  • Understanding of Contact Centre Technology (Avaya CMS Supervisor or similar ACD) is an advantage

What attributes you will need to be a success:

  • Self-motivated and able to apply initiative to solve problems and improve work processes.
  • High Attention to Detail along with Good Analytical Skills
  • Highly numerate
  • Personal Effectiveness – Ability to remain calm and remain focused on job at hand
  • Ability to prioritise workload effectively with business needs in mind
  • Flexibility (on a demand basis)
  • Professional approach

Job Types: Full-time, Permanent

To find out more and apply please email: Suzanne.proctor@Arvato.co.uk

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