Jobs
>
London

    Call Center Staffing Analyst - united kingdom, United Kingdom - Norwegian Cruise Line Holdings Ltd.

    Norwegian Cruise Line Holdings Ltd.
    Norwegian Cruise Line Holdings Ltd. united kingdom, United Kingdom

    1 week ago

    Default job background
    Description

    Basic Purpose

    Execute tasks related to forecasting headcount requirements, producing schedules to meet requirements, and real-time monitoring of adherence and call handling for multiple lines of business across multiple domestic and international sites.

    Nature and Scope

    This position meets regularly with the Sr. Manager to review previous day/week call center performance as well as short/long term planning. Meets with leadership from the business to review forecasting, staffing needs and KPI trends. Also interacts regularly with team members regarding schedules, time-off and call handling. Position is responsible for identifying opportunities to reduce staff through leave or increase through overtime based on current day performance and empowered to take appropriate action.

    Position Responsibilities


    • Monitor and analyze call volume, call patterns, and traffic flow for multiple lines of business to ensure service level objectives are being met.


    • Plan and forecast call volume and required headcount (short, medium, and long-term) for multiple lines of business.


    • Collect and analyze historical call data and impacts to forecast resulting from marketing promotions.


    • Meet with leadership to review forecasting, staffing needs, and KPI trends.


    • Develop optimal schedules to meet forecasted call volume and established KPI goals.


    • Continuously evaluate the effectiveness of schedules and adjust as necessary. Determine time-off allotments for self-service time-off requests through NICE WFM and approve/deny exceptions.


    • Monitor call queues in Avaya CMS, Intraday, and Agent Adherence to schedules in NICE WFM, logging offline activities and exceptions on agent schedules.


    • Maintain new and existing agents in WFM system and manage Agent Skill Profiles in Avaya CMS.
    • Provide regular reports to management on workload and workforce.


    • Make recommendations for new or updated contact center technology and process improvements.


    • Perform other job-related functions as necessary.

    EDUCATION

    Degree in Business Administration or related field preferred; or any equivalent combination of relevant work skills and experience.

    EXPERIENCE

    Minimum 2 years' experience with workforce monitoring planning, preferably within a Contact Centre using NICE WFM.

    KNOWLEDGE & SKILLS

    • Strong comprehensive knowledge of NICE WFM including the Administrator, Forecaster, Scheduler, and Operations functionality.
    • Strong knowledge of Avaya CMS. Advanced knowledge of MS Office Excel.
    • Excellent planning, organizational, and written/verbal communication skills.
    • Strong attention to detail.
    • Strong analytical and numerical insight.
    • Ability to work under pressure in a fast-paced environment.

    Company Benefits


    • Private Medical Insurance*


    • Free car parking nearby.


    • Pension Scheme.


    • Remote Working.


    • 6 weeks- paid sickness*.


    • Discounted Cruise Program#.


    • 25 days paid holiday + 8 Bank Holidays.


    • Bus Discounts

    *Benefits in this category can only be accessed upon completion of probation.

    #Benefits in this category are subject to availability

  • Real Staffing

    Transformation Analyst Temp Staffing

    1 week ago

    Real Staffing London, United Kingdom

    The Transformation Analyst will: · - Be responsible for production of all formal analysis documentation to the requirements set by NHS Digital CDS 6.3 and its produce changes required to clinical processes, functionality requirements to iCare and mapping data fields where require ...

  • Norwegian Cruise Line Holdings Ltd.

    Call Center Staffing Analyst

    2 weeks ago

    Norwegian Cruise Line Holdings Ltd. London, United Kingdom

    Basic PurposenExecute tasks related to forecasting headcount requirements, producing schedules to meet requirements, and real-time monitoring of adherence and call handling for multiple lines of business across multiple domestic and international sites. · Nature and Scope · This ...

  • 4C Strategies

    PMO Analyst

    2 weeks ago

    4C Strategies London, United Kingdom

    Project Management Office (PMO) Analyst · 4C Strategies, International · Role Overview · You will be joining an international operations team supporting day-to day operations in our Business Entity International, based in either our Central London office in Victoria or our office ...

  • Trace

    Financial Planning Analysis

    3 weeks ago

    Trace London, United Kingdom

    **Financial Planning Analyst, Hybrid, Permanent - £50,000 - £60,000** · This team is on the lookout for a dynamic and insightful FP&A Analyst to join their team. If you have a passion for numbers, a keen eye for detail, and a knack for translating complex data into actionable ins ...

  • ADREM GROUP LIMITED

    Management Accountant

    2 weeks ago

    ADREM GROUP LIMITED London, United Kingdom

    **Management Accountant - Part time** · **£50,000 - £65,000 per annum, pro-rata** · **London - flexible working** · **Responsibilities**: · - Responsible for financial management to support business growth and net profit · - Ensure visibility of project financial performance repo ...

  • BeyondAutism

    Post-19 I Sen Instructor

    3 weeks ago

    BeyondAutism London, United Kingdom

    About BeyondAutism · We are experts in delivering autism education services from pre-school to 25. BeyondAutism is a not-for-profit organisation, leading the way in autism education to ensure autistic children and young adults access an education which empowers a life full of cho ...

  • Opus Recruitment Solutions Ltd

    Business Intelligence Analyst

    2 weeks ago

    Opus Recruitment Solutions Ltd London, United Kingdom

    **Business Intelligence Analyst** · **Banking** · **Hybrid - London** · **Permanent** · **£45,000 - £55,000** · **please note, this role does not offer visa sponsorship** · My client are a specialist bank, staffed by experts focused on helping UK businesses realise their ambition ...

  • NonStop Consulting Ltd

    Incident Response Manager

    3 weeks ago

    NonStop Consulting Ltd London, United Kingdom

    **Incident Response Manager** · I am currently looking for an Incident Response Manager/ Assistant Manager to join my prestigious client. You will be working as a key part of their specialist Cyber Response team to help their prominent, large-scale Clients understand and respond ...

  • eFinancialCareers

    Associate/vice President, Ig Credit Research Analyst

    3 weeks ago

    eFinancialCareers London, United Kingdom

    **Description** · **About this role** · **Investments at BlackRock** · BlackRock offers a range of investment products-equity, fixed income, liquidity, and alternative investment-each managed by a dedicated investment team of portfolio managers, research analysts and traders. Foc ...

  • Expedia Group

    Senior Workforce Planning Specialist

    3 weeks ago

    Expedia Group London, United Kingdom

    The Expedia Group Travel Partners Group Workforce Planning Team supports the Account Management organization. By forecasting workload and by modeling staffing scenarios we ensure an efficacious partner outreach, efficient and effective account management growth, and healthy retur ...

  • eFinancialCareers

    Senior Market Risk Analyst

    3 weeks ago

    eFinancialCareers London, United Kingdom

    **Senior Market Risk Analyst | London | Up to £60,000 Plus Bonus and Benefits** · Taylor Root have partnered with a global financial services platform in search for a Senior Market Risk analyst to join the Market Risk team. · The organisation provides essential liquidity, market ...

  • eFinancialCareers

    Cftc / Swap Reporting Business Analyst

    2 weeks ago

    eFinancialCareers London, United Kingdom

    **CFTC / Swap Reporting Business Analyst** · Data · **Company**: Treliant · **Location**:London · **Permanent/Contract**:either · We are currently looking for a Business Analyst, with a strong background in CFTC/Swap Reporting. · **Who are we?** · Treliant is a global consulting ...

  • Moonshot

    Project Assistant

    2 weeks ago

    Moonshot London, United Kingdom

    **About the role**: · Do you have a genuine interest in working for an organisation tackling online harms - from violent extremism and gender-based violence to disinformation and child online exploitation. Do you have experience working in this sector and want to develop further? ...

  • eFinancialCareers

    Regulatory Reporting Manager

    2 weeks ago

    eFinancialCareers London, United Kingdom

    **Regulatory Reporting Manager - Investment Banking - City of London - Salary up to £90,000** · A London-based global Investment Bank with operations in Fixed Income, Commodities and FX is looking to hire a Manager into their Regulatory Reporting function. · This will be a broad ...

  • BrighterBox

    Sector Analyst

    2 weeks ago

    BrighterBox London, United Kingdom

    ?? Company Overview · This FCA-regulated firm, founded in the late late 1990s has worked with the top 50 buyout funds globally since it's inception. This includes CVC, Blackstone, Apax, H&F and Cinven as well as pension funds, sovereign wealth funds, family offices and hedge fund ...

  • AXIS Insurance

    Data & Analytics Engagement Lead

    3 weeks ago

    AXIS Insurance London, United Kingdom

    This is your opportunity to join AXIS Capital - a trusted global provider of specialty lines insurance and reinsurance. We stand apart for our outstanding client service, intelligent risk taking and superior risk adjusted returns for our shareholders. We also proudly maintain an ...

  • AXIS Insurance

    D&a Business Engagement Lead

    2 weeks ago

    AXIS Insurance London, United Kingdom

    This is your opportunity to join AXIS Capital - a trusted global provider of specialty lines insurance and reinsurance. We stand apart for our outstanding client service, intelligent risk taking and superior risk adjusted returns for our shareholders. We also proudly maintain an ...

  • eFinancialCareers

    Wholesale Credit Risk Technology Business Analyst

    2 weeks ago

    eFinancialCareers London, United Kingdom

    **Wholesale Credit Risk Technology Business Analyst** · Digital Transformation · **Company**: Treliant · **Location**:London · **Permanent/Contract**:either · We are currently looking for a Business Analyst within Wholesale Credit Risk Technology for our clients broader workstrea ...

  • Reorg Research

    Head of Emea Coverage

    2 weeks ago

    Reorg Research London, United Kingdom

    **Working at Reorg** · Consistent with our growth, Reorg hires innovators and trailblazers across the globe to drive our business and our iron-clad corporate culture alike. Our core values · - **Action Oriented**, · **Customer First Mindset**, · **Effective Team Players**, and · ...

  • Applause IT

    Saas Product Manager

    3 weeks ago

    Applause IT Camden, United Kingdom

    **Product Manager** · **London/Hybrid** · **£60,000 - £70,000** · Applause IT is now recruiting a Product Manager for a creator of an award-winning SaaS platform providing content security for media companies worldwide. Since its?inception?they have?developed a comprehensive suit ...