Real Time Analyst

About the Role

Real Time Analyst
Circa £27,000 - plus great above average benefits
Preston - Lancashire - Hybrid working
About the Role
We have a fantastic opportunity for a Real Time Analyst with a client of ours who’s head office is based in Preston. 
We're keen to find someone who has experience with planning and organising workforce systems. Someone with knowledge of using multiple systems to analyse data and has a common sense approach to problem solving.
It will be the Real Time Analyst’s responsibility to deliver efficient and integrated contact centre solutions that meet the current and future needs of our clients customers, ensuring KPIs and SLA performance, as well as regulatory compliance is achieved on an ongoing basis
You will have the opportunity to work in a growing and fulfilling environment, where your efforts will be fundamental in delivering a quality service.
Key Responsibilities:

  • Prioritise all inbound contacts including calls, emails, post and managing call routing
  • Analyse 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
  • Manage multiple real-time activities and communication channels that have varying SLAs
  • Schedule and plan resources in conjunction with Engagement & Marketing communication plan as well as regulatory activity which takes place at regular times during the year
  • Manage the call volume, daily attendance and schedule for breaks, training, and annual leave
  • Assist with creation of metrics and targets to improve handling service (i.e., wait time, call length etc...)
  • Generate ideas for process and service improvement planning
  • Provide detailed performance metrics to the management team
About You:
  • Existing knowledge and experience of an inbound call telephony system (8x8)
  • Previous experience in workforce planning and/or scheduling positions within a contact centre
  • Understanding of pensions administration desirable but not essential
  • Data analytical and previous experience of forecast planning tools
  • Strong organisation, planning and time management skills
  • Must have good time management with the ability to work with minimal supervision and under tight timelines
  • Outstanding IT skills and collaboration skills
  • Capable of managing multiple, simultaneous projects
  • Attention to detail and critical thinking skills
  • Flexible with proven ability to adapt to shifting priorities, demands and timelines
  • Self-motivated, decisive, with the ability to adapt to change and competing demands
  • Flexible team player with a positive attitude

Please feel free to apply attaching your CV and we will get back to you with feedback.

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