Apprentice - Workforce Management Data Analyst Apprentice (UKAPPS)

About Pearson

We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalised learning at scale. We believe that wherever learning flourishes so do people.

Pearson´s Apprenticeships

Our mission is to develop a programme that will help Pearson, its employees, and its managers to progress in their lives and careers through the high-quality Apprenticeships that we provide.

We are proud of our Apprenticeship Programme, offering a range of Apprenticeships in Business Administration, Customer service, Sales, Management, Digital industries & IT, Human Resources and many more. Our apprenticeships range from level 2 through to Master’s level and we have intakes throughout the year.

We have a bespoke Apprenticeship Team that look after our apprentices from before they start with us all the way through their programmes of learning and beyond. They work closely with managers, business teams and their HR colleagues to ensure that apprenticeships add value to individuals and to the business

About the Apprenticeship

As a Workforce Management Data Analyst Apprentice , you will be supported on the Level 3 Data Analyst apprenticeship standard which will help build your industry skills and knowledge.

The apprenticeship lasts for 24 months, formal training throughout the programme is supplied by our partner training provider, with a combination of on-the-job training, as well as structured training all supported in work time.

About the team

Pearson’s Workforce Management team provides support to internal stakeholders, across various lines of business, on a global level. The level of support include:

• Analysis on historical contact volume trends for use in capacity planning.
• Long-term forecast and staff planning used to prepare annual operating plans.
• Tracking outsourced resources and spend against the AOP.
• Reporting of variances in workload and staff.

About the role

The WFM Data Analyst role will:

• Engage in fact finding sessions with Sales, Operations, and Service teams to obtain insight on sales projections, customer impacting events, and changes to agent workload.
• Identify key data points that can be explored for the purpose of enhancing and building efficiencies around forecasts and staff models
• Analyze historical data to identify trends and/or pertinent information that can be used to improve future staff plans
• Assist in the development of options and recommendations for change
• Assess and document the drivers, costs, benefits, and impacts of a proposed business change
• Work directly with Pearson business intelligence and WFM colleagues to continually update BPO capacity needs for each LOB based on relevant data
• Support the organization by maintaining and developing reports for analysis to aid with decisions, and adhering to organizational standards
• Act as a back-up in supporting other areas of workforce management, to include update and maintain forecasts, build, and run reports, and stay engaged in the real time monitoring of the lines of businesses

An additional bonus to this role is the apprenticeship element, Pearson will fund the completion of a Level 3 Data Analyst which will help build your industry skills and knowledge.

Who are we looking for?

You’ll have the following skills and qualities:

• Passionate about education and helping people make progress in their lives through learning
• A keen interest in and aptitude for technology, including using digital tools, interpreting data and devising technology-led solutions
• We welcome applications from all subject backgrounds – the role requires an aptitude for logic, numeracy and problem-solving
• We are actively seeking and encouraging applications from candidates from diverse backgrounds
• Good collaboration, team-working and relationship-building skills
• Willing to take the lead and work independently when necessary
• Full of creativity and ideas with customer empathy
• Passionate about finding ways to improve experiences for our customers
• Good organisational, problem solving and project management skills

You will need to update your CV and upload your GCSE A Levels/ GCSE certification before applying for this position.

Job Location and Hours

The role is remote, however, may require working from the Strand location (80 Strand, London) based on need.

You may be visiting your base office no more than once a week/month with the possibility of occasional travel to other Pearson sites.

We work a 37.5-hour week, with all our team free to flex their day around our core hours, which are Monday to Friday, 9 am to 5 pm GMT/BST. School runs, etc can be accommodated. Other flexible working patterns can be considered, including part-time working and non-traditional hours. As we regularly work with global teams, particularly in India and the US, there may be the occasional need to accommodate meetings outside of core hours.

For this role there may be a requirement to provide occasional out of hours support during business critical periods.

Your Reward & Benefits

We’ll expect a lot and we know you’ll do great work, so we give a lot back with some of the best benefits in the business. We know that one size doesn’t fit all, so our workplace programmes meet the different needs of our diverse teams and their families too. There is a range of options, too many to list here, but when you join our Pearson family you can look forward to:

• A starting holiday of 25 days plus UK public holidays
• Generous pension scheme with contributions double-matched by Pearson
• Maternity, paternity, and family care leave as well as flexible work policies
• Stock purchase options
• Health plans, and an employee assistance programme for you and your family, to help balance work, family and personal life
• Great career progression opportunities both in the UK and globally

If we sound like a good match for you, or maybe for a friend, we’d love to receive an application.

Role: Workforce Management Data Analyst (Apprentice, full time)

Division: Global BPO Operations

Location:80 Strand London WC2R 0RL, UK. Hybrid-working

Salary: £28,000

Job: CUSTOMER SERVICE

Organization: Corporate Finance

Schedule: FULL\_TIME

Req ID: 10506