•Analyse historical interaction data across all channels (calls, WhatsApp, Live Chat, email) to identify demand patterns
•Develop accurate forecasts by interval, channel, and function to support effective resource planning
•Identify trends, seasonality, and potential risk periods, providing proactive recommendations to mitigate service impact
•Develop and maintain optimal staffing plans aligned to operational requirements
•Align schedules to demand patterns, shrinkage, and service level targets
•Recommend staffing adjustments, including overtime, headcount requirements, and shift design improvements to optimise efficiency and service delivery
•Track, analyse, and report on key operational performance metrics, including service levels, abandonment rates, Average Handling Time (AHT), First Contact Resolution (FCR), and channel performance
•Interpret performance data to identify gaps and improvement opportunities
•Link operational performance to customer experience outcomes, including Customer Satisfaction (CSAT) and Net Promoter Score (NPS), to support continuous service improvement
•Monitor intraday performance across all channels to ensure alignment with service level targets
•Identify and escalate risks such as queue build-up, backlogs, or unexpected demand spikes
•Recommend and support real-time adjustments, including resource reallocation across channels, break and lunch optimisation, and escalation triggers to maintain service continuity
•Identify operational inefficiencies, including overstaffing, understaffing, and channel imbalances
•Recommend and support implementation of improvements, including shift optimisation, process enhancements, and automation opportunities
•Contribute to initiatives aimed at improving productivity, reducing costs, and enhancing overall service delivery
•Collaborate with Supervisors, Customer Experience (CX)/Quality Assurance teams, and Workforce & Systems teams to ensure alignment on performance and operational priorities
•Support decision-making by providing data-driven insights and recommendations
•Align workforce planning and performance strategies with broader business priorities and customer experience objectives
