Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated
Role Profile - Real Time Analyst.docx
This new opportunity will deliver on real time support for resource allocation & CSA 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.
The successful applicant will be resilient, able to demonstrate excellent organisational skills and have the ability to work proactively in a fast-paced target driven environment. Proven track record & experience in a Real-time analyst role is desirable along with having excellent communication and influencing skills. The ability to quantify numerical data and translate to various stakeholders, and being a strong analytical & strategic thinker, is also essential.
If you are interested in this role and have the experience required, then apply without delay!
Salary & Benefits
We offer a competitive annual salary and staff benefits package
- Remote working
- Strong family friendly policies
- Committed Learning & Development
- Annual leave starting from 26 days rising to 31 PLUS bank holidays
- Excellent Pension Scheme – double contribution up to 6%
- Generous non-contributory life Assurance
- An Employee Assistance Programme
- Great places to work certified 2022
- Best Workplaces for Women – ranked 23 in the UK
Apply now