Real Time Analyst

Real Time Analyst

Monday to Friday, 9:00am – 5:00pm, 35 hours a week

Office based 20-40% per week and 3-4 days working from home

Office Locations: West Ham Lane, Stratford or L&Q Office, Nexus, Manchester

Salary £30,455 London based or £29,296 Manchester

Our client is looking for a real time analyst to join their team. This role will aim to deliver on real time support for resource allocation & customer service advisor activities in the Customer Service Centre. To help towards the department achieving targets, including being within SLA across all contact channels.

The role will work with the Resource Planning & MI Manager to prioritise demand and assign customer service advisor resource where it is needed, assessing requirements and taking proactive steps throughout the day to maintain targets. As well as providing insight on metrics such as adherence and contact peaks and falls, the role will also be required to provide recommendations for efficiencies and improvements.

This role will be Responsible for monitoring operational performance, identifying and managing any issues along with taking measures to ensure service stability. Through the monitoring of CSA adherence, whilst ensuring customers can contact the business seamlessly via their channel of choice, by owning all real-time processes.

Key Responsibilities –

• Monitoring and analysing all contact centre real time activity including adherence to schedules against planned activities, CSA activity, contact channel volumes and delivery.
• Accountability for real time decision making and taking appropriate action for coordination of staffing allocation and availability of call centre staff to ensure contact centre service level objectives are achieved.
• Owning the real-time communications by providing regular updates & facilitating real-time discussions with TLs, Seniors & CSAs. In order to maximise productivity of CSA inbound activity as per the resource plan.
• Managing daily activities and reallocation of staffing as per on the day customer demand and contact, CSA shrinkages and any unforeseen circumstances.
• Ensuring contacts are captured and routed to skilled advisors across all channels, whilst ensuring the appropriate CSA skill priorities set.
• Providing insight and understanding of CSC activities including adherence, contact peaks and falls whilst providing recommendations for efficiencies and improvements.
• Working with resource planning to continuously refine and improve the planning process.
• Escalating, co-ordinating & reporting on service level impacting incidents.
• Assisting with CSA queries, via face to face & mailbox communications

Skills & Experience Required -

• Strong analytical and strategic thinker
• Ability to quantify numerical data and translate to various stakeholders
• Communication & influencing skills: must be highly credible in influencing stakeholders
• Proven verbal and written communications skills
• Organisational skills: able to prioritise and co-ordinate workloads
• MS Office
• Resilient – able to work proactively in a fast-paced target driven environment
• Proven track record & experience in a Real-time analyst role
• Experience of using a telephony & WFM system

If this sounds like the role for you, apply now!

*Braundton Consulting is a recruitment agency, recruiting on behalf of a client.