Real Time Analyst

Customer Service jobs >> Advisor/Assistant/Manager




We’re seeking an experienced Real Time Analyst to provide a wide range of operational support/ service delivery across the organisation. You will be responsible for overseeing the provision of workforce practices and strategies to achieve, operational efficiencies and effective Real-time planning strategies.

Due to the nature of this role you will be required to work a varied shift pattern working no later than 9pm on assigned days and will include weekend shifts on a rotation basis.

This is an excellent opportunity to work for a leading brand and join an experienced resource planning team. This organisation in renowned for providing exceptional support to employees with endless development opportunities.

About the Role:

Key areas of focus for the role are to address performance management across assigned units with a drive to challenge/improve functions in the delivery of effective actions to drive performance and efficiency.
Relationship management experience is essential as you will be responsible for communicating real time issues across a range of key stakeholders.
Provide consultative support for the leadership team, guiding and advising to develop effective productivity measures, performance management intelligence and resource planning effectiveness
Define and provide intelligent information to key stakeholders

Required Skills and Experience:

Subject Matter expert on industry practise in the areas in Real Time adherence and driving service delivery excellence.

Experience of operating within a Resource Planning team within a multi-site / multi-channel contact centre.
Strong relationship management experience essential.
Ability to work reactively utilising WFM and MS Excel.
Advanced knowledge and experience in using WFM solutions.
Exceptional numerical reasoning, attention to detail and accuracy.
Experience of using advanced analytical and statistical methodologies and data visualisation techniques
  • 1
  • Negotiable
  • None
  • None
  • CV-141242
  • Permanent
  • 66

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