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Real Time Analyst, London

Job Title: Real Time Analyst (Contact Centre) 
Location: London      
Salary: £25k - £30k + Benefits  
Ref Number: 888422


PACT is delighted to be working with this rapidly expanding brand who have a brand new opportunity not to be missed! We are looking for an experienced Real Time Analyst to join an experienced team based in London. 

The result of their continued growth is that they need YOU! So read on if you are a Real Time Analyst with experience! If you are not, then check out our other jobs here (pactrecruit.com/jobs) – we are also looking for people in other Resource Planning and MI positions!

Job Description

The biggest growth area for our client is within the WFM department and with that growth comes the need for a new Real Time Analyst which is where you come in. This business continues to lead the way as an industry leader within their respected field and there is a huge opportunity for someone joining the business to further your career and have a real impact on their success. 

What the job is:

As the Real Time Analyst, you will be responsible for real-time delivery of the plan for a specific contact centre within the business. You will track call volumes versus forecast and ensure that the plan is being followed accurately by the advisors at all times; make real-time decisions to maintain ongoing delivery of service level.

Qualifications

Is this the job for you?

You will be an Intraday Analyst, Service Delivery Analyst or a Real Time Analyst and have done a Real Time Analyst role for at least two years within a similar environment (extra points if you have experience working with Verint i360 WFM system) and have been great at it and all that being a Real Time Analyst involves –if it needs explaining then this is probably not for you.

Some bullet points about you:

  • Building strong and effective working relationships with key stakeholders 
  • Experience of WFM technology & methodology would be an advantage (Impact 360) 
  • Intermediate level user of the Microsoft office suite, particularly Excel 
  • The ability to organise and prioritise required tasks effectively, whilst working under pressure 
  • Ability to work closely with management to achieve shared goals 
  • The ability to take ownership and use initiative 
  • Excellent attention to detail 

Additional Information

How to Apply?

If all of this sounds like you or if you want to learn more before you apply then call the office on 0203 865 4549 and ask for John who will answer any questions that you might have! 

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Steve
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