Job provided by JD Sports Fashion PLC
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About the job
JD SPORTS PLC - AT A GLANCE Established in 1981 with a single store in the North West of England, JD Sports Fashion Plc is a leading multichannel retailer of sports fashion and outdoor brands in the UK and Europe.
The Group has over 1200 stores across a number of retail fascias and is proud of the fact that it always provides its customers with the latest products from the very best brands.
The Group embraces the latest online and instore digital technology providing it with a truly multichannel, international platform for future growth.
ROLE OVERVIEW The WFM Schedule Analyst will be responsible for administrating and optimising the WFM system and schedules across JD Sports Fashion PLC for the Customer Care contact centre.
KEY RESPONSIBILITIES Acts as subject matter expert for assigned WFM functions (scheduling,workforce performance and compliance reporting).
Primary administrator of the workforce management system, with responsibility for maintaining accurate staff records and production of business focused schedules.
Produces reports designed to interpret Operations performance including, but not limited to, data relating to workflow optimization, scheduling, productivity, headcount, capacity planning, and workforce compliance/adherence.
Partner with contact centre management personnel to optimize the WFM function within the Customer Care environment, including the impact of demand forecasts and schedules.
Supports contact centre management in their monitoring of agent adherence to schedules, breaks and exceptions, providing reports and making recommendations to contact centre management and Workforce Planning Manager.
Plays a key role and supports all future Customer Care service delivery improvement initiatives.
Updates as required for staff Management (New Hires, Leavers, Moves, Updates)
Updates as required for system Updates (New CT’s, Queues, MU’s, Other Changes)
Critical KPI’s Contribute to daily call targets of abandonment @ -5% and average speed of answer @ -10 seconds achieved consistently by way of correct staffing utilisation.
Reporting delivered on time to senior manager and contact centre team managers to include but not limited to:
Daily Forecast Review
Daily Absence Report
Daily Adherence Report
Daily Performance Analysis (for previous day)
Focus on intraday scheduling 3 - 5 weeks out.
Maintain agents time off groups and allowances to match the company payroll master file.
Conduct analysis on and make adjustments on specialist schedules and how it impacts service level performance for each Fascia in Customer Care.
SKILLS AND KNOWLEDGE NEEDED
Solid proven experience working specifically with NICE IEX WFM software solution with the ability to build and maintain the system at an administrator level.
Advanced level proficiency in Excel.
Functional knowledge of CallMedia, Avaya or similar call management system(s).
Functional knowledge of Call Centre agent workflow/routing preferred.