An opportunity to join the Customer Service Experience team as a Workforce Management Analyst is here. This role is designed to ensure we have the right resources available at the right time, enabling us to serve our customers efficiently and effectively.
About the Role
The Workforce Management Analyst will focus on measuring and enhancing productivity, development, and upskilling opportunities, and delivering exceptional service in line with the Harrods brand as we aspire to create an unparalleled customer experience.
This role will utilise forecasting and performance analysis to provide actionable insights through data visualisation and reporting, enabling us to deliver exceptional service to our customers.
The Workforce Management Analyst role is based at our Harrods Headquarters in Hammersmith and is hybrid, with 3 days on site and 2 days working from home. There may be a requirement for occasional weekend cover.
About You
You will have experience leading the delivery of accurate forecasting and in-depth performance analysis, transforming data into actionable insights through clear visualisations and insightful reporting.
You will also have:
- Excellent analytical and technical aptitude, with the ability to interpret and present data in an engaging and meaningful way to various stakeholders (from colleagues and peers right the way through to board level).
- Strong communication skills with the ability to effectively communicate with all levels of the organisation.
- Strong attention to detail with the ability to meticulously review and analyse data, ensuring accuracy and completeness.
- The ability to identify and address problems in a timely and effective manner, and communicate issues and solutions clearly
- Experience within a contact centre environment and collaborating with outsourced partners and BPO providers to optimise processes and ensure performance alignment with business objectives is desired.
- Knowledge of Microsoft products desirable, as well as SAP(C4C)/Calabrio One products.
About Us
Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.
Our Promise to You
Help us make the impossible possible for our customers and we'll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business.
For our part, we'll recognise your ideas with excellent opportunities for long-term career progress, plus a strong package. This includes generous pension and life insurance, staff discounts of up to 33% on Harrods' products, 25 days' holiday and your birthday off.
Uniquely You
Whilst our job adverts outline the ideal qualities, skills, and prior experience for the role, we believe in the potential for growth and value individual strengths. If you can demonstrate the majority of skills and strong experience to thrive in this role, we would encourage you to apply.
At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.
If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods
Additional Information:
Time Type:
PermanentDepartment:
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What We Do
As many lives, generations, cultures and stories pass through our doors, our mission remains unchanged: to serve the needs and aspirations of our customers, to create new stories and bring moments of delight. Whomever they are and wherever they come from, our customers can always expect to be treated with grace, courtesy, and care. #TogetherHarrods
Open since 1834 by Charles Henry Harrod and now owned by Qatar Holding Authority, we are truly unique - a house of maisons, a modern atelier, a workshop of wonders, a convener, patron and celebrator of the world’s finest. Known around the world as one of the great luxury emporiums, we offer a transformative experience to customers who know that true value of exceptional goods and services lies beyond price. We are committed to excellence and artistry, inspired to reinvent and surprise, ensuring our position as a leader in the category.
Our people are our strength - their unique personalities and their desire to exceed expectations are what enables us to make the impossible possible for our customers.
Our customers are at the heart of our success. They’re the reason we exist, and we never forget it. And we’re always looking for new exceptional people who want to connect to them, to delight them and to become part of our story
