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Real Time Analyst, Manchester

Job Title: Real Time Analyst
Location: Manchester
Salary: £18,000 - £24,000 + 25 Days Holidays


We are Swinton Insurance. We’ve been helping people to find insurance for nearly 60 years. And we’re far from done. With a fresh focus, a clear vision and some incredible projects on the go, there’s never been a better time to join us – and to develop your career with the nation’s biggest high street insurance retailer. 

Resource planning within Swinton is a fundamental part of our operations, ensuring the optimal use of staffing resource across our retail networks and contact centres. The Resource Planning team provide a vital service to our colleagues, responsible for ensuring that the right people, are in the right place, at the right time; to meet the needs and objectives of our business. 

The Role

The successful  planning analyst will be in a fast paced, but focussed team environment, working with colleagues from the wider business area, under the remit of the  Resource Planning Manager. 

You’ll be monitoring real time call volumes and maintain inbound service levels across the call centre, ensuring that real time needs are met by coordinating and adjusting staffing requirements.

You’ll also be supporting the production of forecast and schedules, providing intraday management and driving improvements in quality and accuracy of the service to our internal stakeholders.

You’ll also;

  • Run quarterly, daily, weekly & monthly reports to review and monitor call volumes.
  • Monitor staff adherence to schedules and produce accurate daily, weekly, monthly adherence to schedule reports.
  • Monitor Intraday to help us achieve our business KPI’s 
  • Maintain and update the WFM system with daily exceptions.
  • Provide information to support effective forecasting and rostering.
  • Develop work schedules & recommend shift changes based on the call projections.
  • Ensure all MI reports are completed on time and distributed to the relevant people in a timely fashion.

What we’re looking for

We need someone who is comfortable in a fast paced environment and used to working collaboratively with a wide range of stake holders. 

You must have excellent knowledge of MS Excel and MS Word and have clear, proven experience in in the production of MI reports and analysis.

Because of the nature of the role you’ll also need a flexible approach to working hours/days.

You’ll have strong communication skills and have the ability to work under pressure


Desirable

NICE IEX Experience (WFM)

Visual Basic

In return you’ll be part of an ambitious business that’s always thinking ahead – defining, planning and building for a better future. You’ll have your own rewards & benefits package, a personal development plan and lots of opportunities to have input into the way you think they should be done.

As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This means if your application is successful, you'll need to satisfy some important background checks before you can start working with us. These will include a full credit enquiry, a criminal record check, residency and right to work checks.  

For more information or to apply click here

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Steve
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