Workforce Business Analyst - London (15630)
Service – Service Operations /
Who You Are:
As a member of the Global Service Operations team, you will be responsible for forecasting our workload and staffing requirements for all contact channels and creating optimised schedules for the teams. You will own intraday management and performance monitoring at a global level. You will partner with Service Managers to ensure resource capacity is optimized at all times to best meet our customers’ needs.
Please note that during the training period, your working hours will be 10am-6pm. After this time, the hours will change to 7am-3pm to accommodate working with our global teams.
Your Next Challenge:
- Forecasts staffing needs by analysing historical contact volume and agent performance
- Collects and analyses vital data to build efficient staffing models using the WFM system
- Performs intraday monitoring of support volume, service levels, and employee schedule adherence and alerts Service Managers of any unexpected events or performance issues
- Performs intraday optimization of employee schedules to achieve service level requirements
- Handles employee requests for time off and schedule changes within our WFM system
- Identifies trends, changes and risks to goal attainment and proactively proposes solutions to ensure requirements are consistently met
- Builds and provides recurring and ad hoc reports to management on the health of our service performance
- Coordinates and maintains WFM agent and skill data
- Maintains holiday forecasts to ensure effective coverage for holidays
- Builds an annual capacity plan and ensures staffing requirements are aligned with budgetary expectations
What You'll Need:
- Previous experience working with Calabrio or similar WFM system
- Familiarity with omni-channel work routing systems, such as Vonage
- Strong problem-solving skills and an analytical mind
- Experience working in a global environment
- Excellent organisational skills and attention to detail
- Excellent time management skills
- Excellent process improvement skills relative to Customer Service teams’ adoption of WFM systems
- High level of PC literacy and MS Office, especially Excel and Power Point
Covid-19 Company Statement:
Getty Images does not require employees to be vaccinated against Covid-19, but vaccination or testing may be mandated by the relevant local laws with which Getty Images will comply. If this position involves contact with third parties, attendance on site for events, travel and/or work in our offices, those actions will be subject to any to relevant local laws, venue or customer requirements, or travel requirements regarding vaccines or testing (and exemptions thereto).
Getty Images does not require employees to be vaccinated against Covid-19, but vaccination or testing has been mandated by the Biden administration and that mandate applies to our US workforce. If this position involves contact with third parties, attendance on site for events, travel and/or work in our offices, those actions will be subject to any to relevant local laws, venue or customer requirements, or travel requirements regarding vaccines or testing (and exemptions thereto).
Who We Are:
Getty Images is a preeminent global visual content creator and marketplace. Through Getty Images, iStock, and Unsplash, we offer a full range of content solutions to meet the needs of any customer—no matter their size—around the globe.
Getty Images encompasses the largest and best path to market for visual creators through their premier brands including its core, Getty Images; iStock, a value offering of creative stills and videos providing a significant volume of exclusive content to small and medium-sized businesses; and Unsplash, a free offering of creative stills servicing the fast-growing and broad-based creator economy.
Help us move the world with images! Bringing award-winning imagery to everyone, Getty Images has customers in almost every country in the world, with websites in 23 languages, bringing the world’s best content to media outlets, advertising agencies and corporations, small businesses and increasingly, direct to consumers.
Getty Images works with over 516,000 contributors and image partners to provide comprehensive coverage of more than 160,000 news, sport, and entertainment events around the globe. With over 520 million assets, of which over 320 million are digitized, encompassing the latest global news, sports, celebrity, music and fashion coverage; exclusive conceptual creative images; and the world’s largest commercial archive. New content is added daily, with 8-10 million new assets added each quarter.
Getty Images offers the most exclusive and unique creative and editorial visual content globally. The breadth and quality of our content allow our customers and partners to tell their stories with greater creativity and accuracy, thereby eliciting more emotion and enabling more action. Getty Images moves the world —whether the goal is commercial or philanthropic, revenue-generating or society-changing, market-disrupting or headline-driving. Getty Images offers the highest quality and most diverse visual content, based on industry-leading expertise and innovation.
As a company, we're committed to living these Principles every day. Here's how we support our mission to be the best place to work globally.
We are trustworthy, transparent, and honest
We love character, authenticity, and integrity.
We always raise the bar
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Diversity and inclusion are never done, but we are passionate in their pursuit.
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We share goals and accountability; we and actively seek information and expertise; we make time for our peers.
We deliver on our commitments, and commercial goals
With one voice and shared accountability.
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We listen to, anticipate, and exceed customer needs, adapting as they evolve.
We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives. Women, gender-nonbinary, people of color, LGBTQIA+ people, and people with disabilities are encouraged to apply.
Getty Images is committed to providing Reasonable Accommodations and will work with you to meet your needs. If you are a person with a disability and require assistance to search for a job opening or submitting an online application, please email RecruitingAccommodations@gettyimages.com.
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Getty Images is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. Getty Images believes that diversity is critical to our success in moving the world with images and is committed to creating an inclusive, mutually respectful environment that celebrates diversity. We seek to hire on the basis of merit, competence, performance, and business needs.