Real Time Analyst, Dublin

I am recruiting for a Real Time Analyst for the AA Ireland. This position will be based at the Head Office in Dublin City Centre.

The AA is one of Ireland's leading consumer services businesses specialising in Motor, Home and Travel services and insurance. With more than half a million customers, they provide emergency rescue and breakdown cover for people on the road and in the home, as well as providing insurance for more than 200,000 customers. The AA employs almost 500 people across the country.
 

Package: This is a full time, permanent role with AA Ireland offering a very competitive salary, bonus and benefits. Please contact John Finn in Manpower Group for full details.

Location: Dublin City Centre

Hours: Mon-Fri 08:45 - 17:00

Reporting to: Department Manager

 

Job Purpose:
*Provide accurate information to Business Managers/Team Leaders and the Planning team in managing the daily service level targets forecasts, impacts and availability.
*Work proactively with the rest of the Planning team to implement their operational plan for the contact centres.
*Provide real & near time data analysis and reporting on call trends, service level, efficiency, individual and team targets etc. as required.
*Re-planning, on a daily basis in line with events that occur throughout the day at an individual, team and department level.
*Update information messages across multiple communications channels.
 

Job Description and overview:
*Monitor call flows and resourcing levels across the contact centre and adjust teams accordingly
*Drive schedule adherence by ensuring attendance and breaks are at correct times
*Monitor and report on lateness and absence within the contact centre
*Reallocated resources to accommodate different types of calls
*Report on real time answering performance within the contact centre - across all channels (currently phone, but may expand to email and chat)
*Dialler management
*Administrative tasks including but not limited to - Eolas call back register, sales updates to sales management team
*Perform root cause analysis and corrective actions

 

Your Experience:
*2+ years of Call Centre or similar experience related to a solid understanding of production environment metrics (such as Forecasting, AHT, Shrinkage, and FTE's). Candidates with superior analytical skills in any industry are encouraged to apply.
*Proven planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity.
*Demonstrated analytical, problem solving and decision-making skills that foster developing creative solutions.
*Effective planning and communication with the ability to execute on defined milestones
*Must be flexible, able and willing to work different shifts if needed
*Knowledge of call center dynamics, including workforce staffing methodology & strategies preferred
*Previous experience managing a Workforce Management factors preferred
*Experience with Verint Work Force Management would be an advantage

 

Your Skills:
*High degree of attention to detail
*Ability to work effectively under pressure
*Self-motivated - able to work to own initiative
*Demonstrated analytical, problem solving and decision-making skills that foster developing creative solutions.
*Effective planning and communication with the ability to execute on defined milestones
*Knowledge of call center dynamics, including workforce staffing methodology & strategies preferred
*Previous experience managing a Workforce Management factors preferred

If you are interested in this Real Time Analyst for the AA Ireland please contact John Finn directly at ManpowerGroup for more information and a for a confidential call: 01 645 5222, Mobile: 087 621 4254 (Outside normal business hours). john.finn@manpower.ie