Real Time Analyst
Full time/ permanent
Monday – Friday, 9am – 5:15pm
Salary: £25,000 pa
Ascendant Recruitment have the privilege of recruiting on behalf of their prestigious client based in Corby. Our client is a renowned Contact Centre, they’re looking to recruit for the brand-new position of Real Time Analyst.
As a Real Time Analyst, you will actively support the Contact Centre operation on a daily basis, ensuring the operation is provided with the most effective scheduling solutions. In line with operational needs and our workforce vision you will help monitor long term and future events and maintain the schedules to optimal customer service delivery. You will be able to proficiently analyse call volume and flow and liaise with the Call Centre Managers and Resource Planning team to deliver sensible and innovative solutions.
Job responsibilities of Real Time Analyst:
You will be analysing, monitoring and reacting to real-time staffing levels and call volumes, busy lines, production issues and the optimisation of skill sets to avoid development of call queues and raise any issues to the Management team.
You will need to communicate with key stakeholders and agents to ensure schedule adherence and correct entry of sickness, lateness and AWOL.
You will also be required to liaise regularly with Resource Planning to deliver effective solutions and creative, innovative scheduling to meet the demands of our changing workforce.
This role will require a mix of WFH and working on site.
Ensure that optimum service levels are achieved within the core skills group on a monthly, daily and intra-day basis in order to drive up service level consistency performance.
Real Time Analysis on a daily basis to ensure employee schedule adherence and management and tracking of off-line exceptions.
Variance reporting to team managers, to enable them to make timely decisions about planned off line activities and outages.
Maintaining positive relationships with internal departments to ensure that joint goals are met.
Ensure agents are logging in and out in a timely manner and highlighting issues where appropriate.
Monitoring call levels on CMS.
Ensure appropriate phone based skill changes are actioned as required.
Work under pressure and to tight deadlines with minimal supervision.
To support peers with workloads and work as a virtual WFM team.
Proactively manage service level by restricting agent offline time when appropriate.
To work with Resource Planning and Contact Centre Management in the production of a ‘playbook’ to assist with managing customer demand and expectations to ultimately deliver exceptional customer service.
Relevant experience is absolutely vital to be considered. Only relevantly suited candidates will be contacted.
If this sounds like you – please apply today!!
If this role isn’t right for you but you know somebody who would be suitable. We gift generously to referrals. Please check out our website for more details.
Due to the high volume of applications we receive, it is not always possible to get back to you within 48 hours. However, your application will be reviewed by a consultant as quickly as possible and if you are shortlisted we will aim to call you within two working days.
If you do not receive a call please do not be despondent. Typically only one candidate can be successful per role! Please apply for any future roles in the same way. Good luck!
Job Type: Permanent
Location: Corby, Northamptonshire
To apply for this job please visit www.cv-library.co.uk.