Workflow Support Analyst

Job Title

Workflow Support Analyst

Job Description Summary

The Workflow Support Analyst role is critical to the success of meeting the Service Level Agreements in the CXC. The Workflow Support Analyst will monitor incoming traffic (both phone and email) and adjust coverage options in real time to make sure that the customer is answered in a timely manner. The WFA will also coordinate all activities in relation to emergency events (natural disasters such as floods and fires) that require special focus and coordinate staff allocations for all current work orders, both reactive and preventative.

Job Description

Key Accountabilities

People Leadership

• Continuously help develop our people by helping to build their skill sets in the Real Time space;
• Contribute to a positive customer experience by displaying a positive and supportive attitude and through the active participation in performance coaching and training;
• Proactively identify and remove roadblocks that impact the performance of individuals or the team.
• Take ownership of service delivery in the event of a natural disaster and coordinate resource to meet priorities set by leadership
• Actively contribute to team performance through positive participation in meetings and support of colleagues;

Operations

• Ensure Customer Service Level agreements are met in both phone and email channels
• Provide Dashboard reporting on how the CXC is going on a daily/weekly basis. Proactive and Reactive work streams
• Provide communication to Snr Leadership on impact readiness and updates when the CXC is responding to an Emergency event
• Make recommendations and implement agreed performance optimisation measures, to maximise coverage options
• Customer queues are appropriately prioritised, and interflow and overflow of queues are optimised
• Create, adjust, maintain and monitor agent skill/class profiles in order to effectively schedule resource against forecast;
• Provide support to the WFM function by taking on scheduling activities as required;
• Escalate delivery issues & risks to CXC Leadership in a timely way;
• Identify risk, issues & opportunities in CXC operations;
• Foster positive (internal and external) stakeholder interactions;
• Perform ad-hoc tasks, as required.
• Complete and contribute to reporting as agreed with CXC Leadership (scheduled & ad-hoc);

Technology

• Be the first point of contact for technology issues in the CXC
• Coordinate coverage in the event of technology issues in the CXC
• Participate in the development and facilitation of robust training and coaching programmes, as it relates to functions and systems within the Performance and Workforce Management remit
• Ensure Disaster Recovery & Business Continuity processes and associated equipment are up to date and relevant and regularly tested;

At the very heart of Cushman & Wakefield lies an unrelenting commitment to creating an inclusive culture that benefits employees and creates a positive community impact. We are passionate about championing industry change and celebrating the diversity of our people, our business and our clients. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.

The health and safety of our team members is of top priority, therefore, all Cushman & Wakefield controlled Workplaces require staff to be fully vaccinated against COVID-19, with limited exceptions.

We are taking our end of year break for the festive season between 22nd Dec and 9th of Jan and will respond to your application on our return. Please apply using the link

As an equal opportunity employer, Cushman & Wakefield encourages Aboriginal and Torres Strait Islander and female candidates to apply. Cushman & Wakefield promotes safety at all times.