Customer Operations Planning Analyst

Full-time, permanent

Salary: £30,000 per annum - £35,000 per annum

Location: Office based

We are looking to recruit a Customer OPS Planning Analyst, who will be reporting directly to the Workforce Planning Manager. The role focuses on the operational management of Creovai – our innovative AI-powered conversation intelligence software. You will play a crucial role in ensuring that our Customer Operations and front-line teams achieve their service levels and productivity targets.

Established in 1983, Hood Group is a UK-based insurance services provider with over four decades of industry expertise. We collaborate with start-ups, consumer brands, and major insurers to deliver innovative insurance solutions. At Hood Group, we are committed to helping our partners, including John Lewis Partnership and Ticker Insurance, to transform their insurance propositions through pioneering business models and products.

Currently, we have entered an exciting phase of expansion, which is enhancing our capabilities and increasing our ability to effectively meet the evolving needs of the market and our partners. With a strong track record and a devoted customer care team, we are dedicated to delivering exemplary support to both our partners and their clients.

Key responsibilities:

• Provide real-time monitoring & analysis of brand/product performance (across all contact channels) vs forecast
• Making adjustments to systems, channels & work-stacks – in an effort to maximise resource efficiency and achieve service level goals / business objectives.
• Provide in depth analysis on both agent and brand information through the use of Creovai and Hood Group systems 
• Use of key systems – Creovai, Peopleware, Tableau, Awaken & Mitel to ensure increased agent productivity, schedule adherence and improved customer service.
• Responsible for the oversight of Creovai alerts ensuring actioned within relevant timescales

About you:

• Proven experience in customer satisfaction, sentiment, and quality assurance
• Strong understanding of workforce planning, real-time analysis, and data modelling
• Proficiency in statistical analysis and technology systems
• Excellent verbal and written communication skills, including experience in making presentations to management and external audiences
• Experience with Mitel systems, Tableau, and Microsoft Office Suite (Word, Teams, PowerPoint) is beneficial
• Strong analytical skills, especially within a Contact Centre environment

At Hood Group, we take pride in creating a collaborative working environment that nurtures creativity and encourages forward thinking. Joining our team means more than just achieving objectives - it's about being part of a community that makes working at Hood Group truly exceptional.

Our comprehensive benefits package includes:

• We are offering 31 days annual leave (including bank holidays)
• Employee Assistance Program
• Eye Care Vouchers including discount on glasses
• Pension Scheme
• Health cash plan
• Incentive of £250 on Refer a friend scheme
• Social company events, we want you to be part of the Hood Group community
• Employee Recognition Scheme – Hood Heroes, we celebrate and recognise your contribution to Hood Group
• We will supply your laptop and any other necessary professional equipment as required