CSC Resource & Performance Analyst
Permanent - Full time
CSC Resource & Performance Analyst
Customer Service Centre
: £32,714 rising to £36,349 on completion of probation
Frederick Chancellor Building, Chelmsford.
(remote working from a suitable environment with good internet connection must be possible due to current Covid-19 home working arrangements)
Full Time. Monday to Friday
40 hours per week
Notting Hill Genesis is one of London’s leading Housing Associations. We provide homes to around 170,000 people in some 65,000 homes in the capital and the south east of England. We are offering a great opportunity for an experienced Resource & Performance Analyst to join our Customer Service Centre based in Chelmsford, Essex. You will provide operational resource planning, report on KPI and help to improve quality standards by supporting the CSC management team to deliver high service standards to our customers across multiple access channels.
As a dynamic analyst the role holder will develop a range of management information (MI) and dashboards that enable continued monitoring of CSC Advisor and team performance and utilisation, allowing for resource to be managed effectively in both a reactive and proactive manner. You will use long/short term forecasting and scheduling of staff to exceed KPI and make recommendations on appropriate resource levels needed and will be responsible for forward planning the recruitment of staff to ensure minimal impact on the service when vacancies arise or as customer demand changes.
Demonstrating attention to detail and precision of data, you will review all pipeline activity across all CSC contact channels including telephone calls, email, live chat, social media and a responsive repairs service. You will identify trends and themes which may impact on our performance and service delivery and work with the Operational Excellence Manager to respond to these demands and reduce the impact on staff and customers.
The role is excitingly varied and is a responsible position that demands a lot of multitasking, prioritising, flexibility, initiative and problem solving. Your experience of managing large data sets, ability to create reports and use of reporting systems, mainly in Excel will be invaluable! Previous experience of working within a contact centre environment and use of data software such as Tableau or Power BI is desirable.
Please provide us with a supporting statement that details how you meet (including examples) the
Essential knowledge, experience and skills
of the attached role profile. Please focus specifically around your:
Experience of resourcing a busy Customer Service Centre/Contact Centre environment and the demands that come with this
Competence in using Microsoft Excel to a high standard to generate reports for yourself and others.
Constantly planning ahead, demonstrating evidence of analytical skills
Experience of effective team working and your role in helping to improve service standards
Assessment stage will consist of a technical exercise and interview. You will be required to sit an individual technical exercise (testing knowledge of Excel) and then a competency-based interview.
- Monday 22 February 2021 (at midday)
- Week commencing 01 March 2021
As an organisation with a strong social purpose, we work in some of the most diverse communities in London. We believe in providing quality services to those communities and hope that you, like us, want to make a positive impact on the lives of our residents.
We value our people and both respect and celebrate their differences. We’re proud to say that our colleagues come from different backgrounds, with varied outlooks and are from all over the world. We encourage and are committed to diversity. We know that when people with varied experiences and unique points of view come together, it makes us a stronger organisation and more able to help the wide range of residents that we serve. We want all our colleagues to bring their full selves to work in a culture and environment based on respect and fairness, regardless of role, background or ability.
Not for Profit and Charities
Housing CSC Resource Performance Analyst Role Profile.pdf
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