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Real Time Analyst

PACT Recruit
Job LocationLondon
EducationNot Mentioned
Salary26,000 - 30,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Real Time Analyst (Ref: 2428)Remote with travel to South East London 1x per week£26k-£30k + Bonus & BenefitsPact are delighted to be exclusively supporting an organisation that makes a difference to peoples lives on a daily basis, as they look to recruit an experienced Real Time Analyst to join their customer service contact centre operation.The Real Time Analyst will be responsible for monitoring operational performance, identifying and managing any issues along with taking measures to ensure service stability.Through the monitoring of CSA adherence, the Real Time Analyst will ensure customers can contact the business seamlessly via their choice of channel, whilst owning all real-time processes.What you will be doing

  • Monitoring and analysing all contact centre real time activity including; including adherence to schedules against planned activities
  • Accountable for real time decision making and taking appropriate action for coordination of staffing allocation and availability of staff
  • Owning real-time communication by providing regular updates and facilitating real-time discussions
  • Managing daily activities and reallocation of staffing as per on the day customer demand and contact, shrinkage and unforeseen circumstances
  • Ensuring contact are captured and routed to skilled advisors across all channels
  • Working with resource planning to continuously refine and improve the planning process
What we need you to have
  • Previous experience in a real-time contact centre role within a multi-channel environment
  • Strong analytical and strategic thinker
  • Experience of using telephony and workforce management technology
  • Ability to quantify numerical data and translate to various stakeholders
  • Good communication skills, with the ability to influence around you
  • Highly organised, able to prioritise and coordinate workloads
If you the above sounds like you and you would like to find out more about the opportunity, please forward your CV to Pact Recruit via the apply button. Thanks!

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