Real Time Analyst

37.5 Hours Monday-Friday

We have a fantastic opportunity for a Real Time Analyst to join an award winning team.  As a Real Time Analyst you will be delivering effective contact centre resource optimisation and handling any on the day deviations from planned performance, whilst maintaining a good employee and customer experience. Providing operational support to resource manager through varied administrative duties.

Key Responsibilities

Contribute towards achieving service level targets, by balancing actual contacts with forecast and on-the-day activity.
Carry out 'resource plan' and tactics, whilst ensuring adherence to schedules including blending or moving of staff across skillsets

Challenge any activity that could potentially jeopardise attainment of operational targets.

Attend real-time update meetings with team managers to ensure awareness of hot-spots and areas of SLA focus.

Utilise DigiDesk for optimisation of skill sets and to pro-actively deal with incoming contacts.

Movement of resource between channels, according to operational priorities.

Provide regular intra-day performance reports, including commentary, analysis of impacts and subsequent action taken as a result.

 Creation of effective weekly and daily 'planning packs', to establish tactics for achieving performance targets.

 Understand variances from plan, e.g. Contact volume, AUX time, AHT and service level.

 Identify and communicate any opportunities for resource optimisation, based on contact centre performance, feedback and observations.

 Utilise Injixo to schedule offline time for meetings, coaching and training, whilst minimising disruption to effective handling of offered contacts.

Recording of absence and other off-line activities and support the move of this workload to the Team Leaders if possible.

 Authorisation of Holiday requests inline with the planning tools available.

Support with setting up of personnel on systems such as DigiDesk, Injixo, Bria and planning reports.

Manage distribution of Overtime to operation and support Ops TLs in collating.

Provide scheduled and ad hoc MI reporting to the operation as required.

Person Specification

Ability to prioritise workload and work effectively in a pressured environment.
Ability to work to strict deadlines.

Ability to build strong relationships across other departments.

Ability to analyse problems and create effective solutions.

Quick learner and able to pick up new skills.

Excellent planning, organisational and time-management skills.

Self-motivated and results orientated.

Good MS office skills particularly excel.

Flexible approach to working hours.

Competencies:

Problem solving initiative
Effective communication and influencing

Analytical thinker

Benefits:

Casual dress

Company events

Company pension

Cycle to work scheme

Employee discount

Gym membership

Life insurance

On-site parking

Referral programme

Sick pay

Wellness programme