Workforce Management Analyst

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