Real Time Analyst, Peterborough, Hybrid

Real Time Analyst, Peterborough, Hybrid

Also open to the following location: Basingstoke

Summary of the role

A FCA regulated life & pensions service provider are seeking a dedicated professional to join the company, as a Real Time Analyst. They are looking for someone who will be responsible for Queue management, Intraday Reporting and Real Time Insights; along with short-term forecasting, implementation and utilizing available resources to the best potential.

This position is vital for maintaining service levels, customer satisfaction, and making immediate staffing adjustments. Make Real Time staffing adjustments to optimize service levels and reduce customer wait time. They are looking for candidates that also come with workforce management tools (such as - Verint, NICE/Genesys, Active OPS or relevant WFM tool).

What you'll be doing

• Acting as the Real Time monitor for the Operations team by providing direction, guidelines and performance updates to hit service level goals.
• Maintaining Healthy (best in class industry standards) Utilization, Occupancy, Adherence & Intraday SLA Levels.
• Recommending overall allocation of off phone activity in partnership with line and senior managers utilising performance and shrinkage analysis.
• Managing On phone and off phone activity.
• Appropriately respond to Service Level variations by working with Operations to match staff to demand and/or reallocate call volumes.
• Providing Periodic reports - Real Time and historical containing performance data to support operations management in a customer service contact centre.
• Providing analysis, support and reporting to the operations manager of utilization of workforce management activity in conjunction with strategic direction for Contact Centre (including Real Time, historical and future data points).
• Proactively developing partnership relationships with internal users anticipating and providing solutions to user needs.
• Completing deliverables accurately and on time.
• Keeping current on business changes to ensure Real Time program compliance.

What we're looking for

• Previous Real Time experience.
• Experience with Work Force Management tools, such as Verint, Nice, Genesys & Active OPS or other WFM tools.
• Skilled in Basic statistics, SQL, Erlang C.
• Experience with Workflow coordination.

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.