Resource Planning Real-Time Analyst

Job Description

Who are they and what do they doOur clients mission is to help raise funds for charities and good causes and increase awareness of their work. Players of theirs have raised more than £900 million for 9,500 good causes since 2005. This funding is transforming lives and communities in Britainand beyond.Together Novamedia, the creator and owner of their format, and them - in the Netherlands, Sweden, Britain, Germany and Norway - was ranked the third largest private charity donor in the world and the biggest in Europe in 2018/2019.Becoming part of theirteamTheir goal is to create a working environment and culture where everyone is able to achieve their best. Thye exist to create a better world. Equality, diversity and inclusion are central to that mission and key to their success. They were ranked ninth in TheSunday Times Top 100 Best Companies to Work For in 2019. Since the beginning their core values of Fun, Courageous, Sharing and Sustainable have shaped their culture and everything they do.Each year, they invest up to 4% of salaries into training and development opportunities that will stretch and challenge people at every stage of their career.You can expect an exciting career on top of which they offer free breakfast and lunch, as well as hot and cold drinks throughout the day, a generous pension, private health insurance that rewards you for being active, life assurance, free gym membership, leisureand entertainment discounts, 36 days holiday plus your birthday off and much more.Role SummaryTheir Customer Experience Team speaks with their fantastic players via a number of channels each day (e.g. telephony, email, social media), answering their queries and signing them up to their lottery.You will be working within their Resource Planning team, and you will ensure they always have the right balance of resource to meet the expectations of their players. This role is central to them achieving their required service levels and you will ensurethey maintain high service adherence levels for their players via real-time monitoring and will offer solutions to future resourcing challenges.Key Activities

• To work closely with the Resource Planning team, ensuring the correct level of daily resource is present and that daily service level targets are achieved and maintained
• To monitor real-time contact levels and agent adherence across all contact channels via their omni-channel platform
• To provide analysis via MI reports on historical contact volumes and service level adherence
• To generate accurate forecasting through their omni-channel platform, ensuring they are resourced according to player demand and in line with marketing campaign expectations
• To produce and monitor short-term schedule comparisons via forecasting, advising the Resource Planning team of any forthcoming risk periods
• To understand the nature and behaviour of contacts into the call centre and to optimize the processing of these via the most efficient method

Essential Skills

• Experience in a real-time analyst capacity
• Experience with forecasting within a contact centre environment
• Solid understanding of omni-channel customer service platforms (with knowledge of workforce management/employee engagement)
• Microsoft Office and advanced Excel capability

Desirable Skills

• Experienced user of Genesys Cloud platform
• Experience of managing a team of direct reports

Personal Attributes

• Self-sufficient, positive, highly motivated individual
• Ability to build relationships across different departments
• Passion for continually improving their customers experience
• Strong communicator who can articulate clear insights to relevant stakeholders

Additional Information:Whilst the core hours of the role will be 37.5 hours per week, Monday - Friday, 9am - 5.30pm occasional work out with normal office hours will be required; time in lieu will be given.Travel both nationally and internationally may be required.

Keyskills :
CharityCustomer ExperienceDevelopment OpportunitiesPlatformsService Levels