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    Operations Analyst

    This is an excellent opportunity to join a company who believe their people are their greatest asset.

    What’s more, as the market leader in ferry travel with a commitment to delivering the highest standards of service, we can help you take your career in a number of directions.

    We are currently recruiting for an Operations Analyst, reporting to our Contact Centre Manager. To apply for this position, you must have business reporting experience. The main purpose of the role is as follows:

    • Effective deployment of staff resources in order to match call demand, maximise efficiency and achieve agreed Service Level KPI’s across the P&O Ferries Contact Centre operation

    • Forecasting, scheduling, and reporting using Teleopti Workforce Management System (WFM) and Cisco UCCX


    Key Tasks and Responsibilities

    • To ensure that information held within the Workforce Management System (WFM) is up-to-date and accurate enabling the production of effective forecasts for the creation of shift patterns

    • Design, production and distribution of rosters, 4 weeks in advance, for all Contact Centre staff ensuring conformation with annualised hour working contracts

    • When real-time or future service levels fall below acceptable levels the Operations Analyst is responsible for ensuring that all available resources are used to address the situation

    • Lead on specialist events, which will result in changes to call volumes/profiles and required resource levels/deployment, such as Public Holidays, advertising campaigns and peak events

    • Real-time updating of resource availability i.e. sickness, absence, leave

    • Extract and analyse historical call data from the WFM and Cisco UCCX in order to generate, monitor and predict call profiles, long range, medium range and intra-day

    • Drive forward the Operational Workforce Plan recommending targets for new financial year based on historical trends and forthcoming initiatives. Maintain Workforce Plan throughout the year, highlighting any variances against plan and offering potential solutions

    • Deal with queries regarding resource implications and offer best practice

    • Develop, implement and maintain resource planning processes and procedures, whilst continuously striving to improve them, generating ideas and solutions

    • Ensure frequent, open communication between Operations Analysts and Inbound Sales Managers in order to highlight service delivery issues in order to improve performance

    • Liaise with the Contact Centre Manager, making recommendations regarding contractual hours and working patterns for new recruits

    • Awareness and adherence to Working Time Regulations when implementing staff working patterns or any changes to working patterns

    • Prioritise own workload around tight deadlines in a pressurised environment. Frequently moving from one task to another as a result of interruptions

    • To discuss on a regular basis with the Contact Centre Manager the effectiveness of the deployment of resources and to assess requirements/trends

    • Liaison with port managers regarding operational issues likely to impact on service levels

    • To ensure all Non-geographic numbers used by the company are working on a daily basis

    • To remain constantly aware of all offers available to P&O Ferries customers and how the booking conditions could impact service levels

    • To work within a flexible roster that ensures leave/sickness cover is provided from within the Operations team

    • Tactfully resolve contentious issues as and when they occur. Empathise whilst maintaining professional integrity and ensure any decisions taken have minimal impact service delivery

    • To assist in the maintenance of databases

    • Maintain and update monthly timesheets for the Contact Centre

    • Staff selection for tasks

    • To adhere to PCI-DSS regulations

    • To undertake the role of Incident Controller in the event of the evacuation Channel House, liaising with the emergency services where necessary

    • Continually question own working practices striving to eliminate ‘non value added activity’

    • Ensure personal behaviour promotes cultural change and reflects the values/behaviours of the business

    • To assist as otherwise requested by the Contact Centre Manager


    Knowledge & Skills - Essential:

    • Educated to degree level or equivalent experience

    • Minimum of 2 years experience in a Resource Planning role

    • Experience of operating and maintaining a Workforce Management System for a minimum of 100 staff

    • Experience of working in a pressurised environment and delivering to tight deadlines

    • Excellent verbal and written communication skills with the ability to communicate at all levels

    • A high level of PC literacy is required, with particular strengths in Microsoft Office applications

    • Experienced in the use of Contact Centre tools such as Cisco UCCX/Avaya/Teleopti

    • Evidence of a highly numeric, fast thinking approach to problem solving

    • Ability to balance a heavy workload and aggressive timescales whilst having an attention to detail

    • Ability to translate often complex or detailed information into simple, brief reports whilst highlighting any issues and meeting the needs of internal/external customers

    • Ability to work independently and with others with minimal supervision

    • Flexibility to adapt to changing requests and timescales

    • Ability to extract relevant information from systems and to audit this information against other sources

    • Previous experience of working in a pressurised environment, delivering to tight deadlines

    • Ability to offer direction and guidance to junior staff members, leading by example at all times


    Knowledge & Skills – Desirable:

    • Previous Travel Industry experience

    • Fluency in a another European language

    Behaviours- Essential:
    • Integrity – plain talking, honest, fair, respectful, deliver promises

    • Can do attitude – make things happen, positive and energetic

    • Team Spirit – one P&O team, co-operative, trust and support each other, draw on strengths

    • Innovative – listen, learn, pioneer, challenge

    • Simplicity – efficient, hassle free, clarity

    If you match all of the essential criteria above, please send your CV and covering letter to jobs@poferries.com or to Michaela Townsend, Recruitment Administrator, Channel House, Channel View Road, Dover, Kent CT17 9TJ.

    We are an equal opportunities employer.