Real Time Analyst

Job Title: Real Time Analyst
Contract Type: Permanent
Location: Loughborough, Leicestershire
Salary: £19000.00 - £21000.00 per annum
Start Date: ASAP
REF: J890_1494921241
Contact Name: Liam Foster
Contact Email:
Job Published: about 1 year ago

Job Description

Looking for a proactive and driven Real Time Analyst for a busy and successful contact centre in Loughborough. The Real time analyst will be analysing, monitoring and reacting to real-time staffing levels and call volumes, using dynamic optimisation of skill sets to avoid SLA failures whilst supporting the Resource Planning & Scheduling Executive in producing short term forecasts and MI.
*Excellent basic salary of up to £21,000 per annum
*Personal development opportunities
*Competitive holiday and pension package
*Modern Working Environment
*40 Hours per week

Main Duties & Responsibilities:
*On the day contact for managing intraday staffing levels and Administration of intraday schedule changes
*Real Time analysis and management of Correspondence, Inbound and Outbound service level impacts and take action to ensure agreed service levels are met.
*Attend weekly and daily staffing review meetings with management detailing previous and current week's performance and forecasted performance of remainder of current week and next week, while also identifying risks
*Monitor real time ACD agent work state reports and monitoring real time adherence and flagging any areas of concern
*Working with in house teams such as marketing to identify any activities or campaigns that may impact service levels
*Increase staffing levels or modify call routing to increase service levels to Maximise call centre performance through effective optimization
*Perform other duties and assignments as directed
*Analyze and identify potential issues before they occur and make the necessary recommendations to improve resources e.g. shift patterns, optimization, reducing shrinkage
*Negotiating and challenging adherence schedules with Managers, Negotiating and challenging productivity at agent, team and department level
*To effectively co-ordinate Real Time scheduling of individual and team resource/activities to ensure all SLA's are delivered within agreed time scales

*Proficient in MS Word, MS Excel, MS PowerPoint
*Strong mathematical, analytical, communication, and organization skills
*Self -motivated and must excel in a minimally managed position high profile position
*Knowledge of contact centre fundamentals
*Good understanding of Resource Planning Methodologies
*Experience of working in a contact centre environment
*Previous experience with ACD reporting and administration experience
*At least 2 years of workforce management experience or equivalent
*Contact Centre software training
*Contact Centre Scheduling Training
*Preferably Maths, Stats, Economics, Business or IT related

The first stage of the application process is to apply online. If you would like any more information about this vacancy before applying, please feel free to contact us and ask for Liam Foster.

If you have not been contacted by telephone or email within 7 days of your application, you have been unsuccessful on this occasion. Unless you notify us otherwise, we will retain your CV and covering letter on our database and may contact you with other job opportunities in the future.

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