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Workforce Analyst

Posted 1 February by vertex-it-solutions Easy Apply Ended

Workforce Analyst

Location: Staines, Surrey

Contract: Initial 6 months (Likely to extend)

Day Rate: Negotiable £140 - £170 per day

Start Date: Feb 2018

We have a fantastic opportunity for a Resource management & customer communication analyst to join a fast growing, dynamic cloud company.

Our customer is currently seeking a motivated individual to join their Customer Support teams in Staines, supporting a growing global customer base. You shall be responsible for providing best in class support, helping to ensure that the customers have a positive experience each time they contact support.


  • Workforce Management (WFM)
  • Managing user schedules; Setting up, maintaining and monitoring user schedules and exceptions
  • Incident Dispatch:
  • Receive and dispatch support incidents
  • Assigning incidents to the correct functional areas and required skill sets
  • Escalating with internal or external support resources and SME when necessary
  • Customer Communication:
  • Reach out to customers on key company initiatives
  • Participation in limited project work as delegated.
  • Provide input on policies & procedures

In order to be successful in this role, we need someone who has the following skills and experience:

  • Have WFM experience
  • Documentation Skills, Data Entry Skills, Telephone Skills, Multi-tasking, Dependability, Emotional Control, Reporting Skills
  • Must have the ability to learn and absorb technology quickly
  • Prior experience in a Customer HUB or Customer Care function for an Enterprise Software or SaaS environment is highly desired
  • The ability to communicate effectively with people at all levels
  • Strong analytical and problem solving skills
  • The ability to work as part of a team and on their own initiative
  • Positive & Flexible attitude

To find out more please get in touch.


Reference: 34375449

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