Workforce Analyst
Datacom, New Zealand
Job Description
A bit about Smartly, a Datacom company
Smartly is proudly owned by Datacom, New Zealand’s largest IT company. Smartly leverages Datacom’s strengths in legislative compliance, data security and software development to give our customers confidence that their payroll is accurate, secure and supported by one of the best IT businesses in New Zealand.
Smartly exists to make it simpler for Kiwi businesses to look after their people. We’re known as the simple way to sort your payroll for over 20,000 Kiwi businesses. Our slick software combined with our awesome support team help businesses pay their people on time, accurately and in line with legislation.
What we’re looking for
A super smart and savvy Work Force Analyst who loves working with data to forecast customer contact volumes across all channels and assigning the right people with the right skill set to customer tasks / activity at the right time to ensure that overall customer support operations run smoothly, maximising customer and employee satisfaction. This role will monitor, analyse real time and historic data, and ensure that the organisation's customer support operations are efficient and deliver customer service excellence in line with business KPI’s and SLA’s.
What you’ll need to bring:
- Knowledge of Contact Centre methodologies and operational principles
- Understanding of channels including phone, email, chat, community and social media support
- Able to analyse data and draw insights in a structured manner
- Ability to create forecasting and scheduling to that forecast.
- Capacity planning experience desirable
- High level of accuracy and attention to detail
- Energetic and motivating individual
- Creative thinker
- Highly developed problem-solving skills
- Ability to make decisions in time sensitive ambiguous situations
- Advanced knowledge of MS Office Applications, particularly Excel
- In-depth knowledge of customer services software, databases and CRM systems
What you’ll get
- A competitive salary and additional benefits (e.g. free health insurance)
- Hybrid working home and Lower Hutt office (work from home equipment supplied laptop, monitor, monitor stand, keyboard and mouse)
- Awesome company-wide team culture
- Training for our software and support from our great team.
- 37.5 hrs per week
Please submit your Cover Letter amp; CV by clicking the Apply button