Real Time Analyst

Real Time Analyst - Up to £24k - Permanent

Description

A fantastic opportunity to join the established Real Time team based in Doxford Park has become available.

This is a great opportunity for someone looking to progress their career in a business area which offers a varied workload in managing the day-to-day operation of telephony departments, and allows the opportunity to work across a variety of business areas.


Main Responsibilities

You will hold a crucial role in analysing, monitoring and reacting to real-time staffing levels and call volumes to assist in the scheduling of all non-core activity to ensure maximisation of resource utilisation across operations. You will facilitate the intraday management process to achieve business service level objectives while maximizing efficiency and occupancy.

You will be responsible for ensuring the business has a clear and transparent view of operational performance and adherence of monitoring on inbound and outbound teams through Intra-day management.

Pro-actively, you will establish positive relationships with stakeholders, working with the department managers, team leaders and real time analysts. You will also work with finance and planning to deliver accurate and robust volume forecasting, resource plans (including scheduling models) for delivery to the floor and monthly/quarterly/annual budget reviews.

A key part of the role is also to ensure that the department own and control people processes (holiday, absence, attrition, flexible working etc.) to ensure internal policies are followed.


The Ideal Candidate

You will need to have detailed knowledge of contact centre technologies including ACD systems, and a good understanding of contact centre resourcing, controlling and reporting methodologies. Within the role you will be dealing the analysis and interpretation of inbound and outbound lead/lag indicators in a people focused operation.

This is a fantastic opening to join an established team who systematically deliver accurate and timely information in a challenging environment of continuous process improvement.

Additional

Shifts between 8am and 8pm, mostly 8am - 4pm / 12pm - 8pm and some 10am - 6pm