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Real Time Analyst

Search Consultancy
Job LocationManchester
EducationNot Mentioned
Salary22,000 - 24,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent,full-timeB

Job Description

Real Time Analyst - £22,000 - £24,000 Dependent on experience + Great Benefits PackageManchester and Home Based (Hybrid role)Our client is an award winning service provider for the small business market and is looking for an experienced and flexible Real Time Analyst who will form part of the team responsible for the optimisation of the customer contact strategy.The ideal candidate must have an excellent understanding of inbound / outbound / back office work flows. Applicants should also be able to demonstrate how successful deployment can deliver step change in the customer experience and operational efficiency.In this role you will enjoy working with a variety of teams across the business (predominantly inbound customer service teams) Your role will be varied and you will be able to demonstrate your experience in Forecasting, Scheduling, Resource management andsupporting the real-time operation.Your RoleYoull be responsible for managing the real time performance of our contact centres, monitoring scheduled adherence and providing analysis to ensure the operation is provided with the most effective scheduling solutions.Youll analyse and react to real-time call volumes, handle times and staffing levels against forecasted levels to ensure we are achieving our service levels and escalate any issues to stakeholders.As a Real Time Analyst, your role will also include the following;

  • Monitoring and managing advisor status and activities
  • Assisting in the delivery of other workforce planning functions i.e. Scheduling and Forecasting
  • Communicating identified intraday risks to management and the planning team members with confirmed mitigating actions.
  • Providing impact analysis reports in the event of any outages, shortages or any other unplanned event.
  • Identifying potential incidents and engaging the necessary parties to mitigate the disaster.
Experience RequiredYoull have previous experience in resource planning, real time, or experience working in a contact centre role where you have worked closely with the resource planning team.Youll be self-sufficient, with strong attention to detail, comfortable working towards challenging deadlines as well as having strong stakeholder management skills. Youll also turn data into management information, so youll be confident working with exceland familiar with Pivot tables, V-lookups etc.As well as being a great place to work, we offer impressive benefits too;
  • STAR Bonus Scheme - Up to 10% of your annual salary
  • 25 days holiday plus bank holidays and the option to buy more through our buy and sell holiday scheme
  • Online discount platform STAR Rewards - Offers discounts at 100s of high street and online stores
  • Free Life Assurance
  • Employee assistance programme
  • Company pension scheme
  • Cycle to Work scheme
Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.

Keyskills :
"RTA" or "workforce" or "wfm" or "realtime" or "Real Time"

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