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Real Time Analyst

About the role

We’re looking to recruit a passionate and enthusiastic Real Time Analyst to join a well-established and successful contact centre operation.

Hybrid working model – 2 days per week in the office.

This role will report into the Resource Planning Lead who you will work closely with to 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 SLAs are consistently achieved.

In return you will receive an attractive salary and a benefits package including 25 days annual leave + bank holidays, holiday purchase scheme, life assurance, enhanced pension options and staff discounts.

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 resources 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.

  • 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.

If you’re interested in this role, click ‘Apply Now’ and a member of our team will be in touch.

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