Real Time & Workforce Management Analyst

 

About us:

 

The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It’s the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds, work across a huge range of disciplines and locations, and find an empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking. Those who are willing to unite around our mission and live our values will find plenty to challenge, inspire and interest them. Like the audiences we serve, no two FT people are the same; but together we help our audience be better informed and understand the world around them. It’s a job that’s never mattered more and a career that can take you anywhere you want to go.

 

Our commitment to diversity and inclusion in the workplace:

 

At the FT, we give all employees a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work. We'll continue to remove barriers for all, and in particular, barriers facing employees from underrepresented groups.

 

About the role:

The FT prides itself on delivering outstanding, proactive and engaging customer care to its global readership. In order to do so, our Customer Care (CC) teams must be optimally resourced and our leadership teams must have access to accurate data and analysis in order to drive performance and efficiency. Working in a global capacity, you will make certain we are optimally resourced to meet the varying demands of our subscriber base. 

Job responsibilities:

• Consult with and educate management on call centre reporting best practices and strategies
• Real-time monitoring of call & chat queues, average handling time (AHT), service levels, and agent productivity using our CRM/Telephony systems 
• Identify and address deviations from key performance indicators (KPIs) recommending immediate solutions.
• Collaborate with team leaders to implement short-term action plans to address performance gaps.
• Reallocate agents to different tasks (e.g., phone support, email, or chat) based on real-time demand and handle schedule adjustments manually to cover absenteeism or unexpected volume spikes.
• Facilitate agent reallocation to address any urgent customer needs or resource shortages.
• Act as the central point of communication to notify agents and TLs about real-time updates, such as breaks, shift changes, or additional workload requirements
• Generate reports on a daily and weekly basis to show performance & highlight trends such as peak periods, bottlenecks, and recurring issues to management.
• Keep detailed and accurate records of staffing, call volumes, and adjustments made during shifts.
• Ensure all changes are communicated effectively and documented for future analysis.

Essential:

• At least 1-2 years of Workforce Management experience specifically in Real Time Monitoring, Scheduling and Reporting
• Proficient in MS Excel & GSheets
• The ability to interpret data, identify patterns, and make quick decisions to optimise service levels and agent performance.
• Capacity to adjust to unexpected changes, such as staffing shortages or volume surges, and implement solutions on the fly.
• Skill in managing multiple tasks simultaneously, such as monitoring metrics, reallocating staff, and reporting issues, while prioritising critical activities.

Desirable:

• University or College Degree in a related discipline (Statistics, Mathematics or Business Management or a related field)
• Understanding of Salesforce reporting 
• Experience in creating macro reports

Core Competencies:

• Effective Communication: Demonstrates the ability to communicate clearly and persuasively, adapting to the audience and content for maximum understanding.
• Customer Focus: Identifies and meets client needs, exceeding expectations where possible.
• Attention to Detail: Ensures thoroughness and accuracy in all tasks, paying close attention to all facets of work.
• Results-Oriented: Aims to achieve goals and deliver high-quality work within deadlines, efficiently and effectively.
• Integrity: Maintains confidentiality and adheres to ethical standards, policies, and procedures.
• Collaboration: Works cohesively with team members across departments and borders, fostering a network of relationships that benefit the organisation.
• Initiative: Seeks out new opportunities for improvement, suggests innovations, and takes proactive steps beyond the standard requirements.
• Adaptability: Adjusts effectively to new situations and changing priorities, embracing diverse challenges and environments.

Customer Care Values

• Customer-Centric: We put the customer at the heart of everything we do, going above and beyond to deliver the gold-standard service our customers expect and deserve.
• Collaborative: We believe in the power of individuals and teams working together across different roles and responsibilities in a respectful and open-minded way so that we can deliver the best customer outcomes.
• Accountable: We act with integrity, whilst taking responsibility for our performance and personal growth, to ensure that we give our best to both customers and colleagues.
• Resilient: We are adaptable, flexible and brave, maintaining a positive attitude during times of challenge and change so that we can respond to the needs of our customers and the FT.
• Effective: We are creative and productive whilst remaining focused on our goals with a results-driven approach so that we deliver the right outcomes for our customers and for the FT. 

What’s in it for you? Our benefits:

 

Our benefits vary depending on location, but we are committed to providing best-in-class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working (including working from home), health coverage (medical, dental & vision insurance), 401k and company match, enhanced family leave packages, and Giving Back opportunities. Full details of our benefits can be found here. 

 

Further information:

 

The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, please contact a member of our HR team who will be happy to help.