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Real Time Analyst

Cordant People
Job LocationManchester
EducationNot Mentioned
Salary£18,500 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract, full-time

Job Description

  • Real Time Analyst
  • £18,500
  • 6 Month FTC
  • 07:00 – 23:00 Monday to Sunday (working 5 out of 7 days)
  • Work from home role
    • As a Real Time Analystyou will be primarily responsible for optimising performance of the operation on a real time basis. You will ensure all real time needs are met by coordinating and adjusting staffing schedules. You work closely with internal stakeholders to manage a variety of activities that will impact the ability to set the right strategy to maximise performance and profit for the business.This is a multi-faceted role and therefore requires someone who has strong attention to detail skills, is an analytical thinker and has the confidence to manage multiple stakeholder relationships with both the client and in-house teams.Role Responsibilities:
  • Fully optimise performance across all front and back office teams by managing real time service levels and work in partnership with operational management and the client in order to deliver a high level of customer service
  • Real time analysis of schedule adherence and tracking of non-productive and productive outputs
  • React and report on variance to plan and work in partnership with stakeholders to enable timely decisions about planned off line activities and outage.
  • Variance reporting to stakeholders to enable them to make timely decisions about planned off line activities and outages
  • Conducting skills audits and ensuring all profiles are up to date for use across multiple work streams
  • Collaborating with stakeholders and client teams to resolve any issues that arise which impact delivery such as – systems, call flow, profiles etc
  • Accurately collating core and non-core activities on a real time basis to ensure up to date forecasts are optimised and the appropriate actions are taken
  • Managing absence and holiday reporting trackers
  • Reporting and analysis
    • Person Specification:
  • You will be a credible real time analyst who has a minimum of 12mth experience working within a busy contact centre environment
  • Exceptional knowledge of MS Office package, with a strong emphasis on Excel
  • Experience and knowledge of working with workforce management systems as well as Excel spreadsheets
  • Knowledge of resource planning and principles
  • Ability to influence and persuade other people without direct authority
  • Logical, analytical thinker with attention to detail and the ability to identify trends in service level performance
  • Confident to engage with stakeholders at various levels
  • Ambitious and passionate person who sees challenges as opportunity
  • Resilient

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