Description
This position is based Nationally
Our Realtime Workforce Analysts play a critical role in helping deliver justice. This role will enable you to demonstrate and develop your analytical and problem-solving skills.
As part of our National Services (NS) Directorate, our National Services Workforce Management Team (WFM) support our service users and colleagues within HMCTS, where people and businesses access potentially life-changing justice.
We're looking for individuals who are committed to public service and making a difference in people's lives to deliver justice. If you are interested in developing a career with a real purpose, please apply.
Your role
This role, which reports to the Scheduling & Real Time Resource Manager, is responsible for delivering the outlined plan for all on the day activity, tracking actual volumes against expected forecasts for all contact channels and ensuring the plan is being followed by National Services teams and working with team leaders to make decisions to ensure user service standards are met. The role will focus on the immediate short-term needs of National Services.
Responsibilities
- Monitor on the day activity and challenges and provide data and reporting issues to team leaders and Head of Operations/Deputy at all Sites to improve utilisation and performance to ensure KPIs and service levels for service provision and meeting Average Handling Times (AHT), to ensure that service delivery to users/customers is unaffected.
- Maintain expert specialist knowledge to analyse real time data, utilising 'listen in' and telephony generated data, and work in collaboration with Operations team leaders to support them in managing their resource effectively and to enable service delivery to be maintained even during periods of peak demand by users/customers.
- Monitor inbound call traffic and ensure efficient distribution based on staff availability, skills, and jurisdiction requirements, recording activity logs with on the day issues affecting volumes.
- Develop, monitor and review performance reports and service performance trends for National Services against the plan and recommend specific actions or remedies to team leaders as necessary.
- Resolve systems problems that may affect service delivery standards and re forecast and re optimise where appropriate to ensure the service plan is accurate.
- Work with Work Scheduling and team leaders to proactively communicate any upcoming changes, manage on the day requests for employee 'off phone' activities and ensuring all slots are filled.
- Work with the continuous improvement team on the development/improvement of call handling scripts to ensure that support/administrative staff have the right information to be able to support users/customers where needed, by giving them the right information at the right time for their needs.
- Create daily, weekly, monthly, and ad hoc reports on historical and current centre data to enable National Services to forecast and adjust resourcing to meet user/customer needs.
Benefits
- Salary: £29,303 - £35,564 per year
- Access to learning and development
- A working environment that supports a range of flexible working options to enhance your work life balance
- A working culture which encourages inclusion and diversity
- A Civil Service pension with an employer contribution of 28.97%
- Annual Leave
- Public Holidays
- Season Ticket Advance