We are currently recruiting for a Workflow Specialist to join our team in Cardiff.

• Support the Develop, build, run and maintain systems and processes to gather information about all workload volumes specifically for the Back Office eg areas utilizing existing information where available and establishing new where not.
• Build and maintain relationships with stakeholders across the business
• Supporting the company in achieving its customer, service and financial objectives
• Manage multiple workloads across site and business functions
• Deliver automation, standardisation and best practice across the team
• Liaising with heads, SDMs, team leaders, operatives and third parties to gather information and resolve issues
• Maintaining up-to-date knowledge of industry developments and best practice
• Analyse complex data to provide strategic insight
• Coordinating staff recruitment and training
• Forecasting and analysing data against budget figures on a weekly and/or monthly basis
• Create business cases/plans based on data to advise stakeholders how to achieve business goals
• Actively participate in the achievement of the Operational Planning mission statement: ‘Foster an efficient environment where engaged people deliver superior service

• EG Technical skills to an advanced level are a core requirement
• Forecasting techniques - Be able to  'manual'  forecast (using advanced excel and Erlang models); the ability to model forecasts derived from historic data and statistics generated from disparate operating platforms (WFM, ACD, CRM etc) is essential
• Customer Contact Channels - Understanding of load balancing and blending of contact center resource across front and back office business functions
• Technology / Systems - An expert in Contact Centre technologies e.g. IEX, CMS, Avaya, EG, Call routing, ACD functionality, reporting etc.
• PC skills - Advanced excel, power point and Access usage.
• Communication - Effective, concise and professional communication and presentation skills. Ability to tailor complex information to the appropriate level for an audience in order to gain buy in to proposals or concepts
• Logical / methodical approach - Analytical and logical thinker with the ability to apply creative solutions to achieve a desired outcome
• Customer Focus - Ensure that the customer journeys are understood and options are provided to the Contact Centre Management team to continually enhance the customer experience
• Attention to Detail - Strong attention to detail and technical proficiency in extracting prerequisite date from disparate internal systems

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 22 days’ (with potential to rise to 26 days) holiday, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For more information, please contact Rachel.Varney@landg.com