Hybrid Cardiff: Real-Time Workforce Analyst

Applied Intuition Inc.; Cardiff; Hybrid; GBP 80,000 - GBP 100,000; Full time

Job summary

A fintech company based in Cardiff is looking for a Support Services role within Customer Operations. The position involves contributing to Service Level targets and using Workforce Management tools to enhance operational efficiency. Candidates should have experience in a Resource Planning Team, be skilled in Excel, and be comfortable in a dynamic environment. The role offers a hybrid work model and competitive perks including private healthcare, holiday allowance, and a supportive team culture.

Benefits

Private Healthcare

Worldwide travel insurance

Anniversary Rewards

Salary Sacrifice Pension Scheme

EV Salary Sacrifice Scheme

28 days holiday

Annual Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

6 free therapy sessions

Dog Friendly Offices

Free drinks and snacks

Qualifications

• Experience within a Resource Planning Team with Telephony Platforms.
• Supporting live performance in a contact center environment.
• Confident in data analysis and reporting.

Responsibilities

• Achieve Service Level targets by balancing actual contacts with forecasts.
• Plan and schedule off-phone activities using WFM tools.
• Produce daily reports on team performance.

Skills

Use of Workforce Management tools

Data analysis using Excel/Google Sheets

Experience in Resource Planning

Ability to provide operational insights

Prioritisation of workload

Job description

A fintech company based in Cardiff is looking for a Support Services role within Customer Operations. The position involves contributing to Service Level targets and using Workforce Management tools to enhance operational efficiency. Candidates should have experience in a Resource Planning Team, be skilled in Excel, and be comfortable in a dynamic environment. The role offers a hybrid work model and competitive perks including private healthcare, holiday allowance, and a supportive team culture.