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Real-Time Analyst

06 October 2021

Real-Time Analyst

Stockport

Overall Job Purpose
Vitality are looking for a dynamic and experienced Real-time Analyst to join the well-established Real-time team. This role will be pivotal in the continued success of Vitality business and as such requires an analytical individual who monitors all issues that impact service levels and take actions to resolve or reduce the impact. This role would also be required to advise senior leaders and directors within the business and provide insight on contact drivers / trends when required. The role will provide a high degree of autonomy and is a great opportunity to work in a multi-channel team.

Accountabilities

  • Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends. Re-run and reforecast Intraday staffing requirements based on actual shrinkage.
  • Develop and maintain real time models providing recommendations for improvement to meet business and customer demand.
  • Ensure resources are utilized to meet call volume demands; monitor work queues to identify issues and collaborate with Operations.
  • Work within an existing team to deliver high-quality standard reporting, providing detailed analysis of daily operational. performance and facilitate prior day root cause analysis and develop a plan to ensure SLAs are met.
  • Be responsible for real time decision making, ensuring service level objectives are achieved.
  • Analysis of the days performance vs. planned performance to be able to reforecast on an intraday basis and make recommendations to ensure optimum performance.
  • In the event of service disruption, the Coordinator will be responsible for contingency plans that will deliver customer service by leveraging resources in unaffected call centre sites. Examples: power outages, phone service disruption, forced centre closings due to weather, etc.
  • Perform real-time schedule maintenance in workforce management software.
  • Work closely with Operations to improve overall schedule efficiency.

Essential

Skills Required

  • Previous experience in real time analysis within a contact centre environment.
  • Demonstrates high degree of ability to analyse data, using the data to drive decision making and implement effective resolutions.
  • Highly self-motivated with good problem-solving skills. With a mature attitude and a willingness to assume responsibility.
  • Excellent communication skills, both written and verbal and to be able to work with all levels within the organisation building a trusted partnership.
  • Excellent MS office application knowledge including Excel & Access. Knowledge of working with databases and VBA would be desirable.
  • Experience handling large data sources.
  • Logical and analytical thinker that can quickly evaluate information and identify key issues.
  • Proven ability to make decisions effectively.
  • Team player who is able to work independently.
  • Desirable
  • Experience in a Workforce Management role as a RTA or Analyst.
  • Proficient with telephony (Noble&Avaya) & WFM systems(Aspect) and MS Office suite (in particular Excel).
  • Advanced SQL.
  • Advanced EXCEL and VBAf.

About Us
Vitality is an award-winning, dynamic and vibrant financial services provider, with a ground-breaking vision for the future, where individuals are enabled to succeed and are rewarded and recognised for their contribution to our business. We’re the UK insurer and investment provider that rewards people for positive lifestyle choices – a key element of our Shared-value model. With 1.4m UK members and more than 25m globally, we’re out to make the world a healthier, happier place. This applies as much to our people as it does to our members.

Working for Vitality, you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best. We think work should be fun and sociable, and we want our people to get the most out of every day. Our people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved. Wherever possible, we will consider a variety of working options to suit your lifestyle, whether that be working from home, flexible working and part or full time employment. It’s what we call offering shared values, because a healthy happy team is good for us, good for our members and good for you.

Please note that to ensure the safety of our offices and employees, we require all new hires to be vaccinated for Covid-19.

If your doctor has told you not to be vaccinated, please let us know during the application process so that an accommodation can be made. If you believe you may be exempt under other grounds (non-medical) please submit your reasons to us and we will review them.

You can find more information about our commitment to ensuring office safety to reduce the risk of Covid-19 transmission here .

If you have any questions, please contact: recruitment@vitality.co.uk .

Working for Vitality, you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best. We think work should be fun and sociable, and we want our people to get the most out of every day. Our people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved. Wherever possible, we will consider a variety of working options to suit your lifestyle, whether that be working from home, flexible working and part or full time employment. It’s what we call offering shared values, because a healthy happy team is good for us, good for our members and good for you.

Our People

Our Perks

As well as a highly competitive pay package, you’ll enjoy: Free places to Vitality sponsored run events, online fitness classes and wellbeing workshops, competitions to win tickets to top-flight sporting events, health checks and access to our full range of partners and rewards.

Flexible Working

Vitality Health Insurance

Bonus Scheme

Health & Wellbeing Incentives

Training & Development Opportunities

Reward & Recognition Schemes

Our Locations
Stockport

At Vitality, we are committed to diversity and inclusion because it’s good for our employees, for our business, and for society. This means we treat all job applicants fairly and welcome applications from all communities and affinity groups.

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