Workforce Management Analyst

Role: Workforce Management – Real time manager - voice Job Type: Permanent Location: Peterborough, UK Ready to utilise your expertise in Workforce Management? Careers at TCS: It means more TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership. Be part of an exciting team where you will be challenged every day. Work closely with the range of teams within the business to bring products to life. Unlock the full potential of data resources to drive organizational growth, innovation, and competitive advantage. The Role: This is a key role in ensuring the smooth running of the contact centre by ensuring schedule adherence across the teams and reporting non-conformance through the management layers. The Jobholder will work closely voice agents to ensure shifts, breaks, meetings and training sessions are properly adhered to, as per the plans. They will also manipulate the queues within the telephony to ensure proper coverage for all calls coming into the contact centre. Key Responsibilities: Monitoring real time wallboard for voice teams Ensuring break adherence across the Peterborough contact centre (scheduling and duration) Directing floorwalking activities based on live data Collecting Log In data and feeding back to team leaders Raising real time concerns around volume / performance Releasing team members for training / coaching / meetings Producing shift scheduling / tracking shift swaps Checking queue population and skills-based routing Communicating with both onshore and offshore teams Highlighting potential behavioural issues using data Changing Skills Based Routing to enable bedding in of new starters and attainment of 62:45 target Your Profile: Key skills/knowledge/experience: Good communication skills and ability to build trust and rapport and develop strong customer relationships Knowledge of contact centres and the underlying technologies required to support them Understanding of change / configuration management Experience of CC operations and understand basic terminologies / methodologies used in the industry. Internal and external service levels met and exceeded Meeting of deadlines for deliverables Schedule production and accuracy Continuous improvement within the WFM function Reduction in break exceeds / non-conformance to schedule Rewards & Benefits TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature paid holiday entitlement, pension contribution, private healthcare including dental & optical coverage, life assurance and income protection, laptop and phone, cycle-to-work scheme, exclusive discounts on gym memberships, discounted rates on car leasing options, staff discounts within the larger Tata network, and access to extensive training resources. Diversity, Inclusion & Wellbeing At TCS, we believe in building and sustaining a culture of equity and belonging where everyone can thrive. Our diversity motto is ‘Inclusion without Exception’. You’ll find a welcoming culture and many internal volunteering and social networks to join. Our diversity, inclusion and social activities involve 12 employee networks including LGBTQ & Allies, mental health, disability & neurodiversity inclusion and many more, as well as health & wellness initiatives and sports events (we even sponsor the London Marathon). We are open to all and treat applications equally, regardless of ethnicity, disability, gender identity, gender reassignment, age, sexual orientation, or beliefs. If you are an applicant who needs a reasonable accommodation due to Disability or Neurodiverse Condition to complete an employment application, or during any phase of the hiring process, please contact us at abhishek.roy4tcs.com with the subject line: “Reasonable Accommodation Request”. Due to a high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion. Join us and do more of what matters. Apply online now.