Summary

This analyst role supports workforce planning across a high-volume, multi-channel contact centre and back-office environment. The scope covers real-time service management, scheduling, and workflow allocation, with office-based work on rotational shifts between 0700 and 1700, Monday to Friday.

Responsibilities

• Monitor intraday performance across calls, chats, and back-office work
• Reallocate resources across queues, skills, and channels
• Maintain real-time schedules and intraday controls
• Build and publish schedules reflecting operational constraints
• Support incident response through troubleshooting and escalation
• Communicate schedule changes and clarify action ownership
• Update staffing lists and operational hierarchies