What you’ll be doing:

• Reviews and analyses data to make recommendations on the most appropriate staffing levels, recruitment levels and overtime.
• To maintain an accurate FTE calculator to ensure that appropriate action is taken to keep actual headcount in line with the business plans ensuring that the company meets contracted client service levels.
• Produces trend analysis and a suite of daily, weekly and monthly reports with narrative on all operation variables such as sickness, service delivery and attrition to an agreed schedule.
• To produce reporting on client agreed KPI measurements on an ad-hoc and monthly basis.
• Responsible for the accurate forecasting of incoming volumes in all areas of the business ensuring that all events that might impact the business are taken into account.
• Monitors KPI and resource assumptions and take pro-active measures to ensure that both short and long term predictions are accurate.
• To be responsible for the accurate production of daily intradays, interval updates, month end reports and any ad hoc reports requested by the management team.
• To produce daily staff performance statistics ensuring this is accurately recorded.
• To maintain working relationships with internal customers and any 3rd party suppliers e.g. Symon’s, taking to represent both the team and the organization as a whole.
• To hold bi-weekly forecasting meetings to review and analyse retrospective performance, agree forecast and resource plans, highlight issues and agree the strategy for the weeks ahead.
• To adhere to all Data Protection and Compliance procedures. Ensuring that all sensitive data is kept confidential and secure.
• To take responsibility for Health and Safety in the workplace, identifying and escalating any risks  immediately to the Health & Safety Manager.
• To adhere to the company security policy and escalate any breaches
• To achieve a Service Level 80% or greater across all travel and accommodation operational sites each and every month.
• To create and maintain an accurate FTE calculator to ensure resource levels meet customer needs. Tracking the impact that variances in online adoption, spend and transactions have on FTE requirements.
• Meeting and exceeding all SLAs (both internal and external).
• To work with all areas of the organisation to offer bespoke short term solutions.
• Actual business volumes will be within a 5% tolerance of prediction.
• To maintain and monitor call quality review system and produce high level information on our call quality performance.

What we’re looking for:

• Microsoft Office including Word, PowerPoint and Outlook
• Excel including VBA and Macros
• ACD, Call Centre Systems
• Ability to prioritise workloads and work under pressure
• Works well as part of a team and also on own initiative.
• Strong organisational and time management skills.
• Ability to balance change in priorities and different projects.
• Target and deadline driven with the ability to balance changing priorities and different projects.
• Good eye for detail, presentation and accuracy with the ability to produce reports and communications suitable for distribution to all audiences.
• Preferably experienced in the maintenance of workforce management systems.
• Preferably with good working knowledge of Avaya telephony system.
• Preferably with experience of Management Information Analysis  in a contact centre environment.
• Preferably with experience of trend analysis and forecasting (including “what  if” scenarios)

About Agiito:

At Agiito, we’re developing smarter ways of working for the future. We’re helping travellers, bookers and organisations think and choose better ways to travel, work and collaborate. Our talented team of have helped the National Grid to organise a sustainable Family Fun day and reduced business travel costs for Burgess Salmon. Join us and discover better as you help organisations to change the way they travel and meet.

What’s in it for you:

• A competitive basic salary
• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

To view our Covid-19 and process adjustments information, please visit the Capita Careers site.

Equal Opportunities

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees. During the application process, you’ll be asked to share your personal characteristics and data with us. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.