Workforce Management Analyst
- Full Time
- Hammersmith
- Customer Service
- Permanent
This vacancy has expired
This vacancy has now expired. Please see similar roles below...
The Workforce Management Analyst role is designed to ensure we have the right resources available at the right time, enabling us to serve our customers efficiently and effectively. At Harrods we strive to retain our position as the world’s leading luxury department store and be leaders in exceptional customer service delivery for our customers.
About the Role
This role, together with the Customer Service Leadership team will embed our new workforce performance tool, Calabrio, into the Harrods organisation, and create new processes and ways of working to maximise the effectiveness of the tool. The role will focus on enhancing productivity, utilising forecasting, real-time management, and scheduling techniques which will enable us to achieve a world-class service level.
Our contact centre is based at Harrods Headquarters in Hammersmith and this role will work a hybrid model between here and home, working Monday to Friday but with occasional weekend work when the business needs.
About You
You will have proven expert experience of working with workforce management tools, such as Calabrio (Teleopti) or NICE, as well as proficiency in Excel. Preferably from within a contact centre environment.
You will also have:
- Excellent analytical skills 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 organization.
- Confidence to constructively challenge and influence business decisions when required.
- The ability to build rapport with customers, colleagues, peers and stakeholders across the business and its brands.
- The drive to take the initiative for learning and increasing your own knowledge.
- Knowledge of Microsoft products desirable, as well as SAP(C4C)/Calabrio One products.
About Us
Harrods is the world's leading luxury retail emporium, with a mission to craft magical, memorable experiences for our customers. We set the highest standards and expectations as well as celebrate the talented people who help us maintain them.
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
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
Do you want to be notified every time a job like this gets added?
Great news! We will let you know when a new job like this has been added!
Our Values
We have five employee values that show us the way. These values are the behaviours and ways of working that we attach the most importance to at Harrods.
We use our values to illustrate how we want to be with each other, with customers, suppliers and other stakeholders. By living our values together we can make Anything Possible.
Related jobs
Salary
Location
Location
Knightsbridge
Job Type
Full Time
Sector
Customer Service
Contract Type
Permanent
Description
Our Customer Service Advisers deliver the highest levels of service to customers who expect the very best, in a fast-paced, high-energy environment.As an ambassador for Harrods, you will be at the ver
Reference
VAC- 33831
Expiry Date
01/01/0001
Job managed by:
Katie GavinJob managed by:
Katie GavinRead our insights

Teaser
City Road (Studio)Content Type
Career StoriesPublish date
08/11/2023
Summary
Hello! My name is Kim Stuart, I am the Post Production Lead at the Harrods Studio and I have worked at Harrods for 4.5 years. Starting as an Image Coordinator and working my way up

Teaser
Chefs & HospitalityContent Type
Career StoriesPublish date
08/01/2023
Summary
Hi there, my name is Philip Khoury and I work as the Head Pastry Chef at Harrods. I moved to London from Australia and joined Harrods five years ago. I was attracted to the size a
.png)
Teaser
Learning & DevelopmentContent Type
NewsPublish date
07/28/2023
Summary
Harrods Management Programme (HMP) "To support colleagues with an aspiration to progress into management roles, we run The Harrods Management Programme (HMP). This is a four-month manag

Teaser
Belonging & InclusionContent Type
NewsPublish date
06/30/2023
Summary
We Take Pride We're taking a moment to acknowledge the incredible Pride Month our LGBTQI+ network organised. From Pride in Food, Fashion, and Beauty to our partnerships with L'Oréal, R

Teaser
Belonging & InclusionContent Type
NewsPublish date
05/19/2023
Summary
This Is Me: Anxiety Six of our colleagues have shown remarkable bravery by sharing their personal journey with anxiety. Take a look at each story below. Anita "My name is Anita Ub

Teaser
Learning & DevelopmentContent Type
Career StoriesPublish date
04/12/2023
Summary
Reverse Mentoring Last month we wrapped our first-ever reverse mentoring programme: 'Listen'. The purpose of this six-month programme was to connect colleagues, so they could spend time w
by
Harrods

Teaser
Belonging & InclusionContent Type
NewsPublish date
03/19/2023
Summary
I have many roles in my life. I'm a Daughter, I am a Sister, a friend, a work colleague and a partner, but most of all I am a Mum and I couldn't be prouder." Wishing all Mum's and Mother f
by
Harrods

Teaser
Belonging & InclusionContent Type
NewsPublish date
03/15/2023
Summary
A Series That Celebrates Being Uniquely You Uniquely You, #TogetherHarrods is all about celebrating our people; their diversity, and the strength that comes from who they are. We're building a
by
Harrods

Teaser
Belonging & InclusionContent Type
EventsPublish date
03/07/2023
Summary
#EmbraceEquity This year for International Women's Day, we're shining a light on women from different roles within Harrods. Each share a little bit about their role, and what it means to th
by
Harrods
.png)
Teaser
Distribution & WarehouseContent Type
NewsPublish date
02/14/2023
Summary
Mr & Mrs Thatcham Happy Valentine's Day “My wife and I have been together for 15 years in May. We both work in Distribution at our TVDC site in Thatcham. I encouraged her to join Ha
.png)
Teaser
Learning & DevelopmentContent Type
NewsPublish date
02/06/2023
Summary
Meet Our Apprentices Here at Harrods, we know how vital career development and learning opportunities are for our colleagues, which is why over the years, our apprenticeship opportunities have
by
Harrods

Teaser
Our Promise & ValuesContent Type
EventsPublish date
01/27/2023
Summary
Long Service Celebrations Our Long Service Celebrations are for our colleagues who reached 15, 20, 25, 30, 35, 40, 45, and 50 years of service in 2022. We also celebrated those who achieved
by
Harrods
Discover more about our benefits
Health and happiness at work is a priority to us, and we have an extensive benefits package and recognition programmes to support you during your time with us. From up to 33% employee discount off in-store, pension plans and healthcare initiatives we offer a diverse range of benefits that you can enjoy.
Find out moreRecently viewed jobs