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Real Time Analyst
Hereford and Worcester

About the Role

The real time and scheduling analyst will be responsible for ensuring that optimum service levels are achieved within the Customer Support department on a daily, weekly and monthly basis. Working closely with the Head of Resource Planning, you will take ownership of all real time & scheduling activities. *This is a 6month FTC*

  • Ensuring effective real-time and resource management of the Customer Support function with the aim of achieving SLA’s relating to inbound contact centre metrics
  • Highlighting issues related to resource constraints to the operational management team and providing recommended actions
  • Creating and constantly reviewing our schedule design to ensure the best work life balance for our staff
  • Review, document and redevelop our IVR journey
  • You will be required to build strong relationships and engage with key stakeholders within the operational teams to maximise resource across customer services whilst maintaining service standards
  • Taking responsibility for your own performance and be pro-active in self developing

Experience -

  • Strong PC skills including Excel, PowerPoint, Access, Word
  • A strong background in a Contact Centre environment
  • A high degree of flexibility, able to cover all contact centre hours (rotational basis)
  • Ability to learn systems quickly
  • Outstanding planning & organisational skills
  • Experience of influencing and communicating with relevant external and internal customers.
  • Manage operational staff to ensure productivity through real time monitoring and effective scheduling
  • Maintaining the WFM system
  • Maintaining and optimising the IVR system
  • Monitoring inbound call lines to ensure that rates are within SLA

constantly on the hunt for the best candidates