Real Time Analyst

Real Time Analyst

My client is looking to recruit a passionate and enthusiastic Real Time Analyst to join their well established and successful contact centre operation. Initially this will be a homeworking role with the view to moving into the contact centre operation in the future!

This role will report into the Resource Planning Lead who you will work closely with the ensure their customers receive a best in class service.

You will work as part of a team that will be responsible for on the day and short-range resource decisions to ensure SLA’s are consistently achieved.

Responsibilities:

• Analysing predicted customer demand and staffing plans, making short-range decisions to balance or optimise resource across several volume contact business areas

• Analysing on the day performance, re-assigning resource and adjusting schedules to mitigate any negative impact on operational performance

• Identify and analysing the root cause of issues

• Managing multiple real-time activities that have varying SLA’s

• Prioritising calls and managing call routing

• Tracking on the day activity across several sites

About you:

• Previous experience in a contact centre real time analyst role

• Strong Excel skills

• Ability to work under pressure, manage your time effectively and work on your own initiative

• Excellent analytical, decision making and problem-solving skills

• Self-motivated, ambitious and determined

• Excellent communication skills at all levels

• Experience in using a WFM system

Idea background: Real Time Analyst, Senior Real Time Analyst, Resource Planning Analyst, Resource Planner, Operational Planning Analyst,

Interviews and your induction will be done virtually.

Please apply immediately via the link…

Matt Lazenby