Real Time Analyst

Job Description

Rewards and Benefits on offer:

• Immediate Starts available
• Working for a blue-chip company with a great team-based culture.
• The role is only working Monday to Friday- no weekends!
• Home based position from day one!
• World class training and development opportunities

The Company you will be working for:MTrec is proudly representing our truly unique and special customer service client in their search to appoint a Real Time Analyst as soon as possible.You will be joining a company who has an excellent employee culture and levels of support, training, and motivation from a great team of managers. The company is extremely team focused, which translates to their blue-chip customer base and the service theyreceive.We would highly recommend this role and the company to anyone with Real Time Analyst background. The role is starting asap, with full training and support provided. We are open to applicants to do not live local to the company site. The Role you will be doing:

• Liaising with key stakeholders to obtain and set up phone numbers for campaigns
• Working with the PM team and CS to agree and set up IVRs for all telephone lines
• Monitoring the effectiveness of IVRs, escalating issues in a timely manner, recommending remedial actions where necessary
• Responsible for the campaign closure process from a telephony perspective (taking proactive action to minimise unnecessary cost to the business)
• Act as a first point of contact between the CS team and telephony provider(s) to resolve queries and issues
• Responsible for telephony ring group management, ensuring that any issues that may impact SLAs are flagged for escalation in a timely manner
• Responsible the managing IVR messaging for out of hours
• Actioning both regular and ad-hoc reporting requests, providing narrative and suggestions for improvement where required
• Exporting of PowerBI data to aid with daily allocation of front-line workload, making decisions on priority order in line with SLA adherence.
• Working with the operations team to manage service levels across claim processing, call flows and email, taking action to maintain target service levels as directed by the Forecast and Planning Manager
• Coordinating appropriate staffing allocation and availability of staff across all ring groups to achieve service level objectives
• Review and analyse management information to make suggestions and recommendations to improve scheduling and service level achievement (not exhaustive)
• Review gaps in coverage and proactively suggest solutions to the CS management team
• Schedule off phone activities such as training, team meetings, breaks and lunches at the most appropriate times to ensure service level coverage
• Ensures adherence to agent schedules to optimise the balance of employee engagement and customer service performance
• Monitors real time adherence and highlights non-adherence to Team Managers and Forecast and Planning Manager where appropriate
• Review and manage holiday requests for the delivery teams. Making decisions on approval/rejections of holiday requests in line with agreed tolerance levels as directed by the Forecast and Planning Manager. Highlighting any exceptions where required
• Attends daily planning sessions, provides updates, facilitating real time discussions.
• Collating potential reasons for forecast inaccuracy and providing feedback to the Forecast and Planning Manager
• Documenting processes within own area.
• Oversees the management of shift changes and flexible working requests.
• Responsible for producing weekly/monthly/ad-hoc reporting

About you:Skills and experience

• Good working knowledge of telephony platforms (essential) and workforce management tools
• Strong analytical skills with the ability to assimilate and interpret data to understand issues.
• Ability to work under pressure, manage your time effectively and work on your own initiative.
• Ability to make quick decisions with limited information and react to changes (essential)
• A high level of numeracy
• Good literacy skills
• Strong planning and organisational skills with attention to detail
• Knowledge of contact centre planning techniques
• Previous experience of contact centre scheduling
• Ability to manage and prioritise high workloads.
• Ability to build and maintain relationships.
• Ability to maintain composure in high pressure situations and communicate clearly at all levels.
• Advanced knowledge of Microsoft Excel (essential) and PowerPoint
• Proficient knowledge of Microsoft Word

CompetenciesAutonomy

• Uses discretion in identifying and responding to issues and assignments
• Receives specific direction, accepts guidance and has work reviewed at agreed milestones
• Determines when issues should be escalated
• Plans, schedules and monitors own work

Influence

• Interacts with and influences colleagues
• Has working level contact with suppliers and partners
• Understands and collaborates on the analysis of user/customer needs and represents this in their work

Complexity

• Performs a range of tasks, sometimes complex and non-routine, in a variety of environments
• Applies a methodical approach to establish definition and/or find a resolution

Knowledge

• Has sound generalist and/or specialist knowledge within their field
• Demonstrates effective application of knowledge
• Takes action to develop own knowledge

Business Skills

• Communicates effectively, internally and externally
• Appreciates how own role and work relates to other departments and the wider business
• Analyses and looks for ways of improving processes and procedures