Workforce Analyst

Summary

Join our dynamic, fast-growing international team at Keypath Education as a Workforce Analyst, providing deeper insights to our workforce capacity and collaborating with staff across Student Operations.

Requirements

• 2+ years demonstrated Workforce Analyst experience in a call-centre environment
• Analytical Skills: Demonstrated experience in analysing data, both historical and in real time and making quick, informed decisions based on that data
• Attention to Detail: Keen attention to detail, especially when monitoring multiple data points simultaneously
• Problem Solving: Ability to identify problems quickly and implement effective solutions with minimal disruption to operations
• Communication: Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely to different stakeholders
• Multitasking: Ability to manage multiple tasks and priorities in a fast paced, dynamic environment
• Technical Proficiency: Proficient using Genesys Cloud telephony technology. Strong proficiency in Microsoft Excel and experience with workforce optimization software
• Time Management: Strong time management skills, ensuring that all tasks are completed within the required timeframe

Responsibilities

• Provide deeper insights to our workforce capacity to respond to our work volumes across multiple functions and media
• Collaborate with staff across Student Operations to ensure that workforce data will be provided to support both tactical and long-term decisions relating to the workforce
• Support the Workforce Manager effectively implementing workforce planning strategies and change, undertake scenario modelling and develop prediction techniques
• Monitor and drive effective contact centre performance across all queues and contact types in real time to deliver outstanding customer service
• Analyse data, adjusting staffing levels, and communicating with team leaders and Keypath student advisors to address any immediate needs or issues
• Ensure that the Contact Centre meets student expectations through effective real time monitoring and strategies and empower them to deliver on driving student advocacy through supporting tools and processes
• Provide stakeholders accurate and immediate reporting around drivers behind queue performance challenges through regular forums and comprehensive reporting

Benefits

• Comprehensive online remote training
• All the necessary equipment for success
• Clear career progression pathways
• Paid Mental Health days for your well-being
• Toolkits for Digital Health and Mental Health support