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Workflow Analyst

Leinster

Workflow Analyst

Leinster | Ireland

The Workforce Management Team supports the Groups Sales and Service Contact Centres in Dublin (Arena) and Kilkenny.

The units responsibility is to ensure our business have the right number of people, in the right place, at the right time. This is achieved through accurate forecasting of customer interactions, efficient scheduling of resource across our business, and proactive real time day to day management of these resources to achieve our goal of serving customers brilliantly.

Purpose of the Role:

The Workflow Analystrole is a critical function within the WFM team to ensure we are fit for the future, proactively supporting the Groups strategy and transformation journey.

What is the Opportunity:

The successful candidate will work closely with both key stakeholders across the business and the wider Work Force Management (WFM) team. They will be responsible and accountable for delivery of end to end workflow mapping to inform and strengthen the wider Workforce Management planning team.

Key Accountabilities:

  • Develop and maintain accurate end to end interaction maps for key customer related processes (KCRPs) across Group contact workflows, engaging with a broad range of internal and external stakeholders across a range of functions and seniorities
  • Develop and maintain accurate end to end interaction maps for KCRPs while supporting the expansion of Genesys technology and standardised WFM best practices across the Group
  • Work closely with the wider WFM team to ensure processes are clearly defined and understood, underpinning and strengthening the overall planning process
  • Cross functional support for business changes, proposals & modelling impact assessments
  • Identify and mitigate emerging risks to the successful delivery of Workforce Management for the wider team
  • Drive and enable continuous improvement of current workforce management processes and methodologies
  • Work closely with, and support the wider Workforce Management team & key stakeholders to identify initiatives & solutions which will have a positive impact on how we serve our customers brilliantly, both now and in the future
  • Become an SME on optimum utilisation of Workforce Management technology, including Genesys

What is the Opportunity:

The successful candidate will work closely with both key stakeholders across the business and the wider Work Force Management (WFM) team. They will be responsible and accountable for delivery of end to end workflow mapping to inform and strengthen the wider Workforce Management planning team.

Essential Qualifications:

  • Minimum of 5 passes (minimum Grade D) in Ordinary Level Leaving Certificate subjects, including Maths and English, or equivalent or superseding qualification
  • Operations Management and/or Project Management Qualification

Essential Skills and Experience:

  • Operations Management experience, with a specific emphasis on end to end project management
  • Knowledge of Contact Centre technologies & systems
  • Strong analytical skills - the ability to gather, analyse & interpret data from a range of sources
  • A Self-starter, highly motivated to succeed, with the ability to work within a virtual team environment
  • Excellent planning and organisation skills with the ability to deliver to tight times scales and to quickly identify innovative, pragmatic and effective WFM solutions
  • The ability to set goals, establish priorities & monitor progress to make best use of available resource
  • Resilient and flexible, with strong interpersonal skills and an ability to build enduring relationships within the business

Desirable Qualifications, Skills & Experience:

  • Project Management experience
  • Operational Excellence, Lean experience

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.

Closing date: Feb 22, 2019
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