Skip to content
Working at Sodexo - engineer fixing large machinery

Our vacancies

Search Jobs  

Helpdesk Resource Analyst

Please Note: The application deadline for this job has now passed.

Job Introduction

We are currently recruiting for an experienced Helpdesk Resource Analyst to work with our command centre team in Leeds. You will be responsible for planning the resource requirements across the various service desks, tracking benefits and operational efficiency whilst ensuring delivery of client KPI’s. Analyse both real time and historic data from a variety of sources to highlight areas of risk, potential service shortfalls (and good performance) and provide recommendations. You will also support the Team Leaders in managing agent performance by providing clear and detailed MI on a daily, weekly and monthly basis.

You will have an excellent working knowledge of Microsoft Office, Outlook and be an expert user of Excel along with the call centre /helpdesk knowledge and background. In return this role offers a competitive salary and an annual bonus

Role Responsibility

  • Use of call centre Workforce Optimisation systems to effectively manage future resource planning and real time delivery of KPIs.
  • Performance reporting across all key metrics such as call forecast, AHT, abandonment, availability and provide detailed insight at intraday level
  • Produce high level long term forecasts for a rolling minimum 6 week period. Scheduling resource to meet client demand and service level agreements.
  • Perform specific deep dives into performance to understand underlying impacts of trends, changes to strategy and/or development activity.
  • Continually reviewing recent volumes and resource planning to optimise service delivery based on real time activity. Proposing effective shift patterns to match business requirements, optimising performance within the Command Centre.
  • To constantly monitor real time adherence in the Command Centre, e.g. the volume of calls expected on daily basis vs the actual. Working in conjunction with the Service Centre Manager and Team Leaders to monitor and manage the FTE levels and work activity of the operators.
  • Maintain, develop, refine and update a suite of Command Centre Reports extracting the data from the Command Centre systems.
  • Routinely analyse and draw out areas of risk and good performance areas from all reporting output to create insight and knowledge
 

The Ideal Candidate

  • Excellent working knowledge of Microsoft Office, Outlook and expert user of Excel
  • Experience with and understanding of Call Centre Telephony systems and Call Centre fundamentals, including Workforce Optimisation and telephony systems.
  • Fundamentals of contact Centre planning
  • Expertise in shrinkage models
  • Capacity Planning Processes and concepts
  • Able to create and build both consistent and ad-hoc operational and client specific reports evidencing Command Centre Performance
  • Detailed knowledge of service level dynamics and the impact of staff movement on key performance measures
  • Demonstrable evidence of developing and delivering resource and forecasting models for Contact Centres
  • This role mainly works Mon – Fri between the hours of 7am – 6pm. However you must be flexible to work weekends and be available for on-call when required
 

Package Description

Please note due to the urgency to fill this role we will start interviewing before the closing date. If interested please apply online with your CV ASAP to avoid disappointment

About the Company

In the UK and Ireland, Sodexo employs some 35,000 employees to deliver integrated facilities management services to clients at over 2,000 locations in the corporate, healthcare, education, leisure, defence and justice sectors. With an annual turnover of over £1bn, we provide everything from catering, cleaning and reception to security, laboratory and grounds maintenance services, enabling our clients to focus on their core business.

Sodexo and our clients are committed to safeguarding and promoting the welfare of children and adults within a regulated activity. Certain roles will require applicants to undergo screening appropriate to the post, including checks with past employers and the Disclosure and Barring Service (DBS) and/ or Disclosure Scotland.

 

Salary Competitive Salary & Bonus
Frequency Annual
Job Reference SDX/TP/RF507838/ZD
Contract Type Permanent – Full Time
Closing Date 12 January, 2018
Job Category Administrative
Business Unit UK Tech and Services
Location Leeds, England
Posted on 16 November, 2017

Spread the word

Jobs in the same category

This website is using cookies to improve your browsing experience. If you navigate to another page without changing the settings bellow you consent to this. Read more about cookies.

  

© Sodexo 2016

Powered by Tribepad Talent Acquisition Software