Customer Service Workforce & Planning Analyst

Job Title: Customer Service Workforce & Planning Analyst
Job Reference: TL/HQ00057073

Location: Gateshead
Job Type: Permanent

£26000 - £30000 per annum, Benefits: + Benefits + Full Home Working
Sector: Call Centre & Customer Service

Posted 4 days ago

Customer Service Workforce & Planning Analyst, Gateshead Area, ASAP Start, Up to £30,000 + Benefits, 90% Remote Working, Amazing Company with strong growth track record !

Overview of the Customer Service Workforce & Planning Analyst:

The purpose of the Customer Service Workforce & Planning Analyst is to ensure that all customer service campaign lines are set up and maintained as in accordance with campaign requirements. As a key member of the workforce management team you will be responsible for working with the Forecasting and Planning Manager and the Customer Service Team Leaders to optimise contact centre performance across the hours of operation.

You will be required to monitor real time call and work volumes and maintain service level agreements across Customer Services, taking remedial action where appropriate. The role holder will be expected to provide summary reports on Service Level Agreement performance to the Customer Service Director and Forecast and Planning Manager.

Main Duties: 
  • Liaising with key stakeholders to obtain and set up phone numbers for campaigns
  • Working with the Project Management team and Customer Services to agree and set up IVR's for all telephone lines
  • Monitoring the effectiveness of IVRs, escalating issues in a timely manner, recommending remedial actions where necessary
  • Responsible for the campaign closure process from a telephony perspective (taking proactive action to minimise unnecessary cost to the business)
  • Act as a first point of contact between the Customer Service team and telephony provider(s) to resolve queries and issues
  • Responsible for telephony ring group management, ensuring that any issues that may impact SLAs are flagged for escalation in a timely manner
  • Responsible the managing IVR messaging for out of hours
  • Actioning both regular and ad-hoc reporting requests, providing narrative and suggestions for improvement where required
  • Working with the operations team to manage service levels across claim processing, call flows and email, taking action to maintain target service levels as directed by the Forecast and Planning Manager
  • Coordinating appropriate staffing allocation and availability of staff across all ring groups to achieve service level objectives
  • Review and analyse management information to make suggestions and recommendations to improve scheduling and service level achievement (not exhaustive)
  • Review gaps in coverage and proactively suggest solutions to the CS management team
  • Schedule off phone activities such as training, team meetings, breaks and lunches at the most appropriate times to ensure service level coverage
  • Ensures adherence to agent schedules to optimise the balance of employee engagement and customer service performance
  • Monitors real time adherence and highlights non-adherence to Team Managers and Forecast and Planning Manager where appropriate
  • Manage holiday exceptions where required
  • Attends daily planning sessions, provides updates, facilitating real time discussions.
  • Collating potential reasons for forecast inaccuracy and providing feedback to the Forecast and Planning Manager
  • Documenting processes within own area.
  • Oversees the management of shift changes and flexible working requests
  • Responsible for producing weekly/monthly/ad-hoc reporting

Skills and experience:
  • Good working knowledge of telephony platforms (essential) and workforce management tools
  • Strong analytical skills with the ability to assimilate and interpret data to understand issues
  • Ability to work under pressure, manage your time effectively and work on your own initiative
  • Ability to make quick decisions with limited information and react to changes (essential)
  • A high level of numeracy
  • Good literacy skills
  • Strong planning and organisational skills with attention to detail
  • Knowledge of contact centre planning techniques
  • Previous experience of contact centre scheduling
  • Ability to manage and prioritise high workloads
  • Ability to build and maintain relationships
  • Ability to maintain composure in high pressure situations and communicate clearly at all levels
  • Advanced knowledge of Microsoft Excel (essential) and PowerPoint
  • Proficient knowledge of Microsoft Word

Trevor  Lee


Trevor Lee

Managing Director

In 2006 I decided to form Jenrick Commercial and now nearly 15 years later the business has thankfully gone from strength to strength. Having now been in the mad world of recruitment for nearly 25 years, I've seen a massive amount of change in that time (in my early days we used to fax CV's off to a client and if you were looking for work you use to photocopy your CV and even hand-deliver it into the agency, there was no internet in the early days!!) 

The foundation of our success has always been to build the greatest relationships with both our clients and candidates, we are always super honest and try to leave the greatest impression with everyone you connect with. 

My father taught me that life is very much what you put in, put a little in and you get a little out, put a lot in, and of course, you get a lot out. This is a rule I firmly believe in and has served me well over the years. 

What can I tell you about me? Well, I have been married for nearly 25 years (my wife is extremely lucky or completely mad) and we have a beautiful son Toron who is 15 now. I also cannot function properly without a triple shot skinny wet latte first thing in the morning. If you ever catch me before this time then I apologise in advance! I go to the gym every day and I've probably been on a diet since I was born so I am very body and image-conscious. 

I am also a glass half full type so love listening to Tony Robbins motivational podcasts to give me that extra kick. I support West Ham United so I definitely need something positive as I don't get it from the team I support. I also love the good old US of A (California). I think my music taste is great (it's very eclectic) however the team in the office are always moaning about my playlists (it's them that have no taste).

Why recruitment? Well, I love people, I genuinely love to understand how people tick, and after 25 years I know I'm damn good at what we do. In this job, every day is different and I'm humbled and grateful that I have met some amazing people over the 20+ years, plus it's always lovely to change peoples lives for the better so to play a part in their journey of life is something I am truly grateful for. 

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How 2018 unfolded for Jenrick Commercial and our prediction for 2019

2018 wasn’t a particularly straightforward year for many businesses around the UK, however despite this 2018 was another steady year for us as a business. We saw our business thrive and peak in 2017, with it being our best year ever, and 2018 saw us level on par with that. So for us as a business having this continuity in strength was reassuring and gave us confidence despite the media advertising otherwise due to Brexit.


In Quarter 4 we did see the usual reduction of volume of candidate’s applications. We do find this to be the norm prior to Christmas, many candidates often put aside looking for a new role in November until the New Year so this wasn’t a surprise. Although we did see a lull in candidate movement at the back end of the year, a point to note is that not one candidate we spoke to advised that they were staying put until after Brexit.


What has been a surprise is that normally we do see higher response of volume on applications and candidates looking for work at this point of the year, following the theme ‘New year, new career’, however applications have been far lighter compared to the start of 2018. This highlights that the war on good, quality talent is becoming even more difficult.


On the flip side the volume of new jobs has been very steady, even rising slightly, since Jan 1st. This is based on our client growth as well as the strong relationships we have formed with our current clients – around  91% of our business is referred of repeat. January and February have been a great start to the year with both placement of permanent and contract positions increasing so we are seeing no slow down with new business.


Where’s the future at?


It goes without saying that Brexit will no doubt shape and define where the market goes. The likelihood is increasing that we will extend the negotiations and not leave as planned on the 29th March. While we are unsure as to how long the delay will be, it could dominate through to the end of 2019 meaning a steady and cautious, if not unpredictable, year.


Whatever the outcome is; a deal as planned, a delayed deal or even a no deal then we do foresee the market to the cautious throughout 2019. Obviously the sooner the decision is made then the more likely it will be that we will see stability in our industry and the overall market conditions of the UK bringing confidence back in and normality taking hold.


As most of our clients tend to sit within either; Technology, Professional Services, Financial Services we definitely haven’t seen any change with new opportunities, however the market is all around confident and if confidence is high then opportunity will flow.


If you are looking for exceptional staff or your next career move then contact us on 01932 230868 or

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