In association with

Real Time Analyst, London

Real Time Analyst – Central London - £29,000 - £31,000

Contact Centre Partners (CCP) is a specialist recruitment consultancy which offers permanent, temporary and interim recruitment solutions to the customer contact market.

We are delighted to be looking for a Real Time Analyst for our client based in London who specialise in the financial market space and have a medium sized contact centre which performs to a very high standard.

With the aim to keep the extremely high service level up across all departments including but not limited to customer service, sales, customer experience, complaints and collections my client are keen to meet with professional, fun and friendly applicants who take pride in their work and equally share the same values as the company when it comes to customer satisfaction.  

Supporting the Service Delivery Manager, you will be working in a fast-paced environment, where the ability to work under pressure and to tight deadlines is key to success and achieving the desired results.

You will be working alongside team members dealing with the real time and some intraday processes which support the operation in achieving SLAs and maximising efficiency and daily performance across all UK Contact Centres.

You will be a quick thinker and able to make quick decisions as and when change appears and ensure that the workforce management responds to address service level challenges and requirements.

On a day to day basis you will be providing real time analytics which will need immediate intervention. So, experience to this effect is a essential. 

Key Responsibilities

  • Provides support to the Resource Planning function ensuring delivery of the daily capacity plans
  • Delivering optimised plans to key stakeholders consisting of recommendations for change or improvements
  • Monitoring real-time using Verint WFM reporting software
  • Ensure real time staffing needs are met for both inbound and outbound across the multi-channel platform
  • Tracks forecast accuracy and implements changes to improve in the short and medium term
  • Working closely with the intraday team members whilst also ensuring you an involved in providing detailed intraday updates to the Operations, Strategy and Planning Teams which will include creating and maintaining reports, analysing shortfalls and taking necessary action to achieve SLAs

Requirement

  • Knowledge of Resource Planning and Real-time Management
  • Ability to analyse complex situations and data, and take immediate intervention action
  • Ability to present analysis and recommendations at a senior level
  • Experience of analysing key performance, headcount, dialler and inbound and outbound calls
  • Advanced Excel skills
  • Analytical ability
  • Working knowledge and experience of telephony applications and workforce management tools within a Contact Centre planning environment
  • Ability to converse effectively at all levels and maintain positive relationships with key stakeholders (often at a more senior level)

In Return

One of the major benefits of working for this organisation is they really do appreciate their staff and are fully aware of the benefit of having you as that you as an employee. That’s why you will receive;

  • A competitive salary of between £29,000 and £31,000 + annual pay reviews
  • Annual bonus
  • Life insurance
  • Private medical cover
  • Pension – which is matched like for like by the company

If this sounds like a role which you’d like to be considered for, please contact Scott (scott@contactcentrepartners.com) at Contact Centre Partners now!

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