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Real Time Analyst

About the Role

We’re seeking an experienced Real Time Analyst to provide a wide range of operational support/ service delivery across the organisation. You will be responsible for overseeing the provision of workforce practices and strategies to achieve, operational efficiencies and effective Real-time planning strategies.

Due to the nature of this role you will be required to work a varied shift pattern working no later than 9pm on assigned days and will include weekend shifts on a rotation basis.

This is an excellent opportunity to work for a leading brand and join an experienced resource planning team. This organisation in renowned for providing exceptional support to employees with endless development opportunities.

About the Role:

  • Key areas of focus for the role are to address performance management across assigned units with a drive to challenge/improve functions in the delivery of effective actions to drive performance and efficiency.
  • Relationship management experience is essential as you will be responsible for communicating real time issues across a range of key stakeholders.
  • Provide consultative support for the leadership team, guiding and advising to develop effective productivity measures, performance management intelligence and resource planning effectiveness
  • Define and provide intelligent information to key stakeholders


Required Skills and Experience:

  • Subject Matter expert on industry practise in the areas in Real Time adherence and driving service delivery excellence.
    • Experience of operating within a Resource Planning team within a multi-site / multi-channel contact centre.
    • Strong relationship management experience essential.
    • Ability to work reactively utilising WFM and MS Excel.
    • Advanced knowledge and experience in using WFM solutions.
    • Exceptional numerical reasoning, attention to detail and accuracy.
    • Experience of using advanced analytical and statistical methodologies and data visualisation techniques.

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