Real-Time Analyst - Contact Centre

Real Time Analyst - Contact Centre ( RTA)

Job Type: Permanent

Location: Letterkenny, Co. Donegal; Onsite

Hours of Work: 8AM - 6PM

Job Overview

As a Real Time Analyst you will safeguard real time customer journeys, manage queue performance, produce intraday reporting and insights, and support workforce planning to maintain service levels and customer satisfaction.

Responsibilities

• Act as the real time monitor for the Operations team by providing direction, guidelines and performance updates to hit service level goals
• Maintain healthy utilization, occupancy, adherence & intraday SLA levels according to best in class industry standards
• Recommend overall allocation of off phone activity in partnership with line and senior managers using performance and shrinkage analysis
• Manage on phone and off phone activity
• Respond to service level variations by working with Operations to match staff to demand and/or reallocate call volumes
• Provide periodic real time and historical reports containing performance data to support operations management in a contact centre
• Provide analysis, support and reporting to the operations manager on utilization of workforce management activity in conjunction with strategic direction for the contact centre
• Proactively develop partnership relationships with internal users to anticipate and provide solutions to user needs
• Complete deliverables accurately and on time

Qualifications

• Education: Leaving Certificate or equivalent
• Relevant work experience 2 3 years
• Strong communication skills - confident, professional telephone manner and clear, concise communication
• WFM tools expertise (verint, NICE, Active, OPS, CISCO)
• Workflow coordination
• Basic statistics, SQL, Erlang C
• Interpersonal skills - helpful, can do, service oriented, able to work under pressure and meet tight deadlines in a team environment, discreet when dealing with confidential information
• People skills - proven track record as a strong team player with a positive customer facing experience in the financial service sector
• Flexible and willing to learn - ability to support different business areas and undergo relevant professional qualifications and mandatory compliance training

Desirable Qualifications

• Master's degree in a related field
• Preferred work in a similar role or the insurance industry

Benefits

Competitive salary package with pension, health care, life assurance, laptop, extensive training resources and discounts across the Tata network. Health and wellness initiatives and sporting events.

Diversity, Inclusion and Well Being

Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the Ireland Employment Equality Acts and the Equal Status Acts . We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, and sexual orientation. We are a disability confident employer and offer interview adjustments for disabled or long term conditions.