Workforce Analyst 6 months Fixed Term Contract Manchester: £30,070 - £32,080 Hybrid Remote Can you spot trends in live data and make decisions that make an immediate impact?
Think you have what it takes to optimise customer service operations in real-time?
Imagine ensuring every customer receives the support they need, exactly when they need it.
At AQA, our mission is clear: never let a learner down.
As a Workforce Analyst (which internally is known as a Real Time Analyst ), you'll be at the heart of that mission, ensuring seamless customer service by monitoring and adjusting operations in real time.
If you thrive in fast-paced environments and enjoy solving problems as they arise, this role is made for you.
What will I be doing?
Monitor customer interactions: Track real-time customer contact volumes, adviser availability and queue times to ensure service level agreements (SLAs) are met.
Optimise resources: Make quick staffing adjustments to meet demand and improve service levels.
Collaborate effectively: Communicate with managers and teams to relay actionable insights.
Analyse and report: Spot trends, address risks and document decisions to improve future operations.
What's in it for me?
The chance to directly impact customer satisfaction and operational efficiency.
A role that values precision, analysis and teamwork.
Opportunities to refine your skills in analytics, problem-solving and contact centre operations.
Access to an enhanced Contributory pension scheme which could you see you paying in 7% and AQA contributing 11.5% (Other options available) 25 days annual leave with Bank Holidays and extra closure days at Christmas on top Corporate access to the Headspace app and an employee assistance program Newly refurbished office with a variety of individual and collaborative workspaces, a subsidised eatery, a games room, a yoga room and onsite gym What do I need to be successful?
Experience of working in a customer services contact centre.
Experience of using a contact centre telephony platform and tools such as Workforce Management and CRM.
Strong analytical skills and meticulous attention to detail.
Clear communication and effective team coordination.
Proficiency in Microsoft Excel and other analytical tools.
Have a 'step up' mindset to use sound judgement and take accountability for actions.
What Next?
Please upload your most recent CV with a cover letter detailing your skills and experience for this role.
You could wait until applications close at 23:59 on Sunday 2nd February to apply, but we will be interviewing as applications come in and reserve the right to close the advert early should we find the right person so apply today.
Every application will receive a response.
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