Back to jobsWork with the team to develop business cases and functional requirements specifications for labs BI development, helping to automate basic processes.
Develop a series of process maps linked to outcomes and work with the various partners to automate tasks that are currently manual.
Work with wider CS teams to deliver a predictive model on self-service and forecasted escalations, using all customer insights to drive the initiatives required to process improvement.
Produce insight reports using inferential statistics and turn them into dashboards providing executive level information to Z level stakeholders.
Work with the various outsource partners to develop a plan to reduce contacts, reduce repeats, automate some contact types and drive-up contact deflection rates.
Work with the WFM manager and other teams to develop several reports that provide insight into customer behaviour and help to support the development of the future forecast and head count plan.
Analyse historical data and current call and chat volumes to accurately forecast staffing requirements and schedule adherence.
Monitor real-time performance metrics, making timely adjustments to staffing levels and schedules to ensure operational efficiency and meet service level targets.
Collaborate proactively with operations leadership to develop robust staffing plans aligned with strategic business objectives.
Ability to organise and prioritise projects in a fast-paced and deadline-oriented business environment.
