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Real Time Analyst

Job LocationGlasgow
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Company DescriptionHere at esure, we’re no strangers to change. As one of the industry leaders in the insurance business, striving to become a world class digital insurer, we’re getting ready for more. It’s creating great new opportunities for innovative and talented industry professionals to join us at a pivotal point in our development.It’s an opportunity you simply don’t want to miss. You can expect our investment in you to include a highly competitive package, career and development opportunities and flexible benefits built around you and your lifestyle.Job DescriptionWe have a fantastic opportunity for a Real Time Analyst (CLT) to join our Claims department on a full-time permanent basis.The successful candidate will act as a single point of contact for call flow, Specialist activity and service level attainment. Provides real time queue and service level management throughout the dayResponsibilities

  • Monitor real time call flows, administration queues and ancillary workflow queues and acts to maximise service outcomes
  • Monitor Specialist activity daily and produces exception reports, as well taking real time action to support appropriate levels of adherence
  • Contact Specialists (or their Team Leader) directly to manage utilisation of available time to meet agreed productivity and effectiveness targets
  • Balance skill-based routing across sites all functions and locations
  • Managing service levels around provided intra day forecast from Operations.
  • Operate with a high degree of accuracy for all outputs
  • Receive Specialist sickness / absence/ exception updates from Team Leaders and correctly log them in a timely fashion
  • Liaise with Scheduling Analysts to ensure forecasting and scheduling assumptions are reflected in Real Time activities or are re-negotiated in advance
  • Real time reporting using Avaya/ Odigo and Verint WFM
  • Set up (joiners & leavers) and maintain Skills Matrix to maximise call handling/activity capacity and review this intraday as on the day shrinkage becomes known
  • Review and adjust intra-day forecast as "actual" data becomes available and provide feedback to management
  • Process requests for ad-hoc/unplanned activity considering priority, capacity and benefit. Communicate approval or declination with commentary/reasoning
  • Provide impact assessment for ad-hoc/unplanned activity which is agreed by stakeholders
  • Ensure skill changes are managed to support agreed non-standard activity - pilots, enhanced helpdesk etc
  • Qualifications
  • Excellent communication skills and the ability to build strong relationships with stakeholders at all levels of the business
  • Strong planning and workload management skills with the ability to prioritise and adapt to changing circumstances
  • Problem solving skills
  • Understanding of contact centre processes
  • Understanding of operational key objectives
  • Knowledge transfer skills
  • Working knowledge of:
  • o WFM applicationso WFO applicationo Telephony suiteo Back Office Administration workflowo Agent skill profileso Schedules and shrinkage managemento Schedule effectiveness
  • Basic knowledge of:
  • o Employee lifecycle planningo Seasonality - holidays, demand, supplyAdditional Information
  • 33 days annual leave, including bank holidays (pro rata)
  • Annual bonus - profit share
  • Refer a friend scheme, up to £1,000
  • Employee discounts on esure products
  • Opportunities for career progression
  • Contributory Pension
  • Life Assurance
  • Employee Assistance Programme
  • In light of the current Covid-19 pandemic, we want to emphasise to all applicants that the safety and wellbeing of our candidates and colleagues is esure Group’s number one priority. All interviews will be conducted remotely via a video conference platform to ensure that everyone involved is adhering to the social distancing guidance

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